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How to create a holistic view of your customers' experience

Blue Latitude Health|1st July 2014

The landscape of pharma marketing has changed drastically over the last decade. After years of “product-centricity”, pharmaceutical companies have realised it is time to shift focus to customer experience; providing customers with what they want, how they want it, and when they want it. This shows a move from volume to value, concentrating on building engaged and loyal customers.

Pharma has become passionate about delivering value to customers, but changing the way the industry thinks hasn't been easy, and there is still a way to go before everyone is on-board and open to the methods required as part of the customer experience vision. Customer-centricity requires an openness and willingness to constantly listen to what the customer has to say, followed up by taking actions to adapt accordingly. In an industry that is comfortable with strict regulations, red-tape, and rigorous research, this reactive and quick-to-act approach will feel uncomfortable. Harry Crook, Pharmacist, understands the importance of providing products that patients want, as he discusses in this video: https://www.youtube.com/watch?v=2_qbtHqr3Zs.

We're not suggesting you throw out your Sales Force Effectiveness insights and start from scratch. It is still important to measure the performance of your sales force, but what you should be looking to do is complement your existing set-up with an additional layer to your customer experience strategy, by allowing real-time customer feedback to be collected.

Listening to what your customers say will help you to understand their needs and ensure you are delivering your product (or service) in the right way.

Together, Sales Force Effectiveness and customer feedback data can (and should) work together to provide a truly holistic view of your customers' experience.

 

Read more about how to engage your customers in this blog from Head of CX Elisa del Galdo.

In the precision medicine era, the line between products and services is blurred

Amit Sheinholtz and Ilektra Safari|27th August 2020

Precision and personalised medicines are more than products, they are services in their own right. So, how should pharma approach this uncharted territory to ensure targeted therapies work for patients?

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Understanding COVID-19 and varying responses across the globe

Lauren Fernandes|28th July 2020

At the beginning of the COVID-19 Pandemic, Senior Account Executive Lauren Fernandes took a course at the London School of Hygiene and Tropical Medicine to better understand how the global response to the virus and to ensure we were best positioned to serve our clients during this challenging time. She shares the key learnings and why understanding the epidemiology of the disease is integral for fighting it.

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Delivering impactful customer engagements in COVID-19

Blue Latitude Health|14th July 2020

Blue Latitude Health, and our parent company Fishawack Health, have developed exclusive intellectual property, processes and tools to ensure you’re engaging customers in the right way. View our service one-pagers below to find out how we can help solve your challenges whether you’re in a medical, brand, portfolio or an above brand role.

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