PeopleMetrics

JANUARY 19, 2018

So how does this apply to the healthcare and pharmaceutical industries? Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better drugs. In The Beginning.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

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

Confirmit

OCTOBER 3, 2017

To fully understand the impact each company in the wider network has on the experience, you need to identify the different touchpoints your customers have with your product along the entire buying journey. Try setting up a small feedback loop to gather information directly from the consumer to measure one or more touchpoints in the journey.

CX 40

CX Pharmaceutical B2B Touchpoint 40

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

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

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

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32