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Cases - Customer Service Week - Wear Red Pants!
Why?
Why should you bother?
A couple of little business statistics have stayed firmly in my business thoughts ever since I came across them almost 10 years ago.
1. A 5% improvement in customer retention could
Why should you bother?
A couple of little business statistics have stayed firmly in my business thoughts ever since I came across them almost 10 years ago.
1. A 5% improvement in customer retention could
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
add between 25% and 125% to your bottom line.
2. Companies with good service records grow twice as fast as those with poor service records.
WOW!
What an opportunity!
No expensive marketing. No gimmicks. Just giv
2. Companies with good service records grow twice as fast as those with poor service records.
WOW!
What an opportunity!
No expensive marketing. No gimmicks. Just giv
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
e good service and watch your profits grow.
How?
Firstly, involve your people.
Make sure that everyone knows what’s going on. And why this is important.
Ask for their ideas and suggestions. This is so much
How?
Firstly, involve your people.
Make sure that everyone knows what’s going on. And why this is important.
Ask for their ideas and suggestions. This is so much
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
more powerful than you telling them how to do it.
Involve everyone from the tea lady down. Remember that the most important people from a customer’s point of view are in the front line. They are the ones on the sec
Involve everyone from the tea lady down. Remember that the most important people from a customer’s point of view are in the front line. They are the ones on the sec
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
urity gate, at the counter, delivering the products. This needs the support of senior management. But it needs the involvement of everyone! And it has to be delivered by the front line.
Brainstorm. Here are some k
Brainstorm. Here are some k
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ey threads that might get you started:-
1. What can you do to make the experience for your customers as complete as possible from start to finish?
Think through in detail exactly what a customer experiences. From th
1. What can you do to make the experience for your customers as complete as possible from start to finish?
Think through in detail exactly what a customer experiences. From th
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
e first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advice etc. etc. Think it through in minute detai
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
l. Think about how they might feel how you can enhance the experience at every stage.
2. Create hidden depths.
Create things that customers might not see every time that they visit. But little things that they migh
2. Create hidden depths.
Create things that customers might not see every time that they visit. But little things that they migh
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
t pick up on as they come back to you more often.
For instance, nice flowers in reception could create a great first impression. But how about if one of your customers wants to use the washrooms? Some nice perfumes
For instance, nice flowers in reception could create a great first impression. But how about if one of your customers wants to use the washrooms? Some nice perfumes
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
would make it pretty special.
And what about when customers leave your business? Or when they get back home? What can you do that will really cement their experience?
3. How could you respond to complaints that you
And what about when customers leave your business? Or when they get back home? What can you do that will really cement their experience?
3. How could you respond to complaints that you
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
receive?
Complaints are a fabulous opportunity and should be treated like nuggets of gold!
It’s always nice to get good feedback. But complaints are an opportunity to do it even better. And remember, 70% of custom
Complaints are a fabulous opportunity and should be treated like nuggets of gold!
It’s always nice to get good feedback. But complaints are an opportunity to do it even better. And remember, 70% of custom
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
ers who have had a complaint resolved to their satisfaction are more loyal than they were before the complaint arose.
Very often winners of The WOW! Awards have done something spectacular to resolve a customer problem
Very often winners of The WOW! Awards have done something spectacular to resolve a customer problem
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
. Not necessarily money or compensation. But something more valuable. Something that shows they really care.
Research on both sides of he Atlantic, shows that the top three things that customers want when they make
Research on both sides of he Atlantic, shows that the top three things that customers want when they make
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
a complaint are:-
And a complaint handled quickly will certainly create a good impression.
4. Ho
- An apology
- An explanation
- A reassurance that the problem won’t happen again
And a complaint handled quickly will certainly create a good impression.
4. Ho
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
w could you add The WOW! Factor?
Over the years we’ve had some fantastic examples. And you can find out more by visiting www.TheWowAwards.com. (You can even receive a regular email newsletter of tips, ideas and case
Over the years we’ve had some fantastic examples. And you can find out more by visiting www.TheWowAwards.com. (You can even receive a regular email newsletter of tips, ideas and case
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
studies.)
Some of the most memorable have been:-
Harris Lipman – the accountants who clean your car whilst you visit their offices.
Madame Gueller’s restaurant in Leeds – they keep a range of prescription spectacles
Some of the most memorable have been:-
Harris Lipman – the accountants who clean your car whilst you visit their offices.
Madame Gueller’s restaurant in Leeds – they keep a range of prescription spectacles
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
for anyone who has forgotten their glasses and cannot read the menu.
Sarastro Restaurant – the ex John Mills, Rolls Royce parked outside. If you need to make a private phone call they can usher you away from the noi
Sarastro Restaurant – the ex John Mills, Rolls Royce parked outside. If you need to make a private phone call they can usher you away from the noi
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
se of the restaurant. And into the quiet luxury of the Rolls Royce.
Ladbrokes betting shop in Aberdeen. Alexis Simpson creates fabulous costumes for her employees and lays on a superb buffet for her customers.
H
Ladbrokes betting shop in Aberdeen. Alexis Simpson creates fabulous costumes for her employees and lays on a superb buffet for her customers.
H
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
ave fun!
Whatever you decide to do, make it fun! Make it memorable! And get your customers involved.
One very well known building society really did have Red Pants Day. Everyone came in to work wearing red pan
Whatever you decide to do, make it fun! Make it memorable! And get your customers involved.
One very well known building society really did have Red Pants Day. Everyone came in to work wearing red pan
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
ts over the top of their normal clothes!
They all had a lot of laughs. And the customers thought it was hilarious!
"If people never did silly things, nothing intelligent would ever get done!" --Ludwig Wittgenstei
They all had a lot of laughs. And the customers thought it was hilarious!
"If people never did silly things, nothing intelligent would ever get done!" --Ludwig Wittgenstei
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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