What Can Pharma Learn about Customer Experience from Other Industries?

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 customers.

Several strategies on promotion, price, product, supply chain and location can create a superior customer experience, resulting in higher customer satisfaction. Some industries have taken up the customer experience as one of the important functions in their offering alongside product & price some of those include the Banking Industry, FinTech, Telecom industry, etc.

Fin-Tech

Fin-Tech created ground-breaking customer experiences that are continuously enhanced based on feedback from all channels. They automatically uncover insights with a potent analytics suite and take action with automated workflows and integrations that put customers at the center of every decision made across the organization.

A good customer experience can be worth at least as much as a good product or a good process. It can build customer loyalty, lower costs, make employees happier, and increase the customer base by a large number.

It is pretty evident that a company that transforms its customer experience, realizes that happy customers actively refer their friends. This makes them five to eight times more profitable in the long run than the companies that are lacking on this front. According to BCG, CX can increase revenue by 10%.

FinTech firms collect massive amounts of data on various data analytics platforms and apply machine learning (ML) algorithms to optimize processes, develop products, and create a customer-centric CX strategy. By using big data, financial institutions create unique customer and business experiences.

Telecom

Customer experience in the telecom industry is also evolving with the context of services in which companies are involved. A telecom company does not only provide communication channels. Instead, they have created a complete portfolio of services involving Entertainment streaming, bill payments, music platforms, DTH, etc.  

Telecom wants to put the customer’s wants and requirements first and push digital innovation to make offers, interactions, and choices as “human-centric” as feasible. As a result of recent changes, the telecom consumer experience has evolved dramatically.

The epidemic expedited many progressive changes. At the same time, digitalization has introduced creative technologies that have expanded the services that can be delivered to clients and how businesses can thrive. After all, these are the two tracks on which customer experience in telecom will evolve the human track and the technological track, two faces of the same sector that must alter and adapt quickly to new market conditions.

Pharma can learn from these industries and move ahead with the concept of customer personalization by providing services that in a true sense enhance their experience while working for the industry. Organizations must also keep in mind that “one size doesn’t fit all”, and while designing new experiences for the customers, ensure that adequate personalization is created.