Figure out how this technique can be applied across all the representatives in a consistent fashion. Customer room: Create a customer room where, on the wall, you show all the stages of the customer experience, complete with any physical materials the customer might receive.
This room should represent a multimedia experience, complete with customer calls and field representative role-play videos. It is also important to portray areas seemingly out of your control, such as articles in the New York Times or comments in patient communities where customers might be exposed to your brand. Thanks for letting us share. Facebook Share. Author: Dorothy Wetzel Follow extrovertic Founder of www. Stay Connected Join over , of your peers and receive our weekly newsletter which features the top trends, news and expert analysis to help keep you ahead of the curve.
Get the best of B2C in your inbox: Subscribe to our newsletter Sign up. Your subscription was successful. Popular Articles. Discuss This Article. Add a Comment. Sign up for our weekly newsletter. Thanks for adding to the conversation! Our comments are moderated. Update: Since the original publication, major developments have happened enabling the scenarios outlined in this article.
Those updates have been highlighted below. The Prezi was created in response to this article as CEOs and senior executives at some of the largest pharma companies in the world. Despite recognizing the threat to their business, remarkably, only a couple have taken any meaningful action.
For those of us who remember the IBM of that era, this is bad news. They can continue the path of the railroad industry early in the 20th century. Alternatively, they can look to the path IBM took when its future prospects were grim.
The handwriting is on the wall for pharma companies: They will succeed or fail based not on how many drugs they sell, but on how well their offerings improve health outcomes Do pharmaceutical companies see themselves in the drug business or the disease management business? Or, where possible, in the disease prevention business? These are the key questions that will determine whether they will survive and thrive.
This is going to drive a greatly expanded focus on non-traditional partnerships
0コメント