PeopleMetrics

JANUARY 18, 2022

Think of it this way — All of the touchpoints and moments of truth in your customer journeys impact their ultimate satisfaction or dissatisfaction with the experience. For example, pharmaceutical companies have very unique customer experience needs that aren’t well supported by generic software. Pharmaceuticals and biotech.

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

PeopleMetrics

JANUARY 28, 2021

Sanjeev, who is a long-term time employee at PeopleMetrics and now is at our sister company, Reason Research that broke off from PeopleMetrics five or six years ago and does custom market research work and pharmaceutical industry. We're measuring after a touchpoint, hopefully a "moment of truth."

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). The model ".uses When providing direct feedback, customers can say one thing but inevitably do another.

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). The model ".uses When providing direct feedback, customers can say one thing but inevitably do another.

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32