Indian healthcare is sometimes an enigma: on one hand is the finest center of medical excellence, while on the other, public health issues still lag. Apart from the highest incidence of diabetes on the chronic side, and Tuberculosis on the infectious disease side, as per NFHS data, more than 50%…
In today’s competitive retail world, lower pricing and creative items aren’t enough. Businesses must focus on the customer experience to compete. Retailers must grasp what “customer experience” means to manage it. Customer experience covers all interactions with a business, product, or service. It’s a win-win strategy for both businesses and…
A wholesome view of the brand shapes a customer’s experience (CX). CX is created and molded by every second of interaction that is created by the brand. The objective of CX is to develop and improve customer-brand encounters and meet or exceed their expectations. This strengthens the perception of the…
Catalyzed by the pandemic, the pharma industry quickly progressed from being digitally agnostic to a state of preparedness.
The shift required the industry to experiment with technology in its customer-facing plans, which resulted in many cases the creation of random acts of digital, often without a cohesive overarching strategy.
Can pharma do better? The answer lies in understanding the utility of their digital assets while building a mindset to transform, and ensuring that teams within the organization do not work at cross-purposes.
“Customer Experience,” abbreviated “CX,” refers to all the perceptions and emotions that customers experience when they interact with your company’s products and services. It could range from buying high-end, high-involvement products like televisions and air conditioners to a simple grocery store or a food stall. Now recollect any such experience…
In a recent MedicinMan Poll on LinkedIn, it was clear that pharma field forces have hit a brick wall. Other than GPs, very few specialist doctors seem interested in meeting Medical Reps. This is in keeping with the trends in the US and European markets, where Medical Reps meet with…
A big myth about digital transformation is that it is all about technology. It is not. First, it is about thinking about how the business can grow faster and scale greater than it ever could in the past. It helps us to think of the true nature of technology. Second,…
To be able to measure the RoI on digital in pharma, it is necessary to understand customers as individuals and create newer segmentation based on these needs and interests. This calls for the NextGen RCPA of data collection and personalized communications that engage customers, based on which pharma must create customer experiences that matter to them.
If your content does not scratch, where it itches the customers, digital or phygital, customers will not feel at home (comfortable, delighted, and wants more), which is what matters. Not a digital euphoria, which will soon die down as customers simply ignore it as they did when pharma launched a plethora of webinars.
How long before digital Unicorns like Ola, Swiggy, Pharmeasy, and many others realize the humongous opportunity of delivering health care at the doorstep?
Imagine an app like Ola, where instead of entering where you want to go, you enter the nature of your medical need/emergency and search and find a range of hospitals/doctors/paramedics who can act as the first responders and reach your home in an ambulance or a motorbike with an HCP as a pillion rider with all necessary equipment from the thermometer to defibrillator depending on the nature of the medical care needed and triage and route you/your loved ones to the nearest hospital with an indicative cost of treatment in partnership with health insurance companies?
Human beings have the innate desire to create and share their life’s experiences with others. But all too often, we are preoccupied with our day-to-day life to put these experiences to good use. In fact, most people don’t realize that the experiences they have had in their lifetime have not…