Discover What Makes Customer-Centricity Crucial to Your Pharmaceutical Business

Customer centricity is becoming a rising trend across most industries nowadays. The pharmaceutical industry is no exception; the adoption of customer-centricity is crucial in such an industry as much as it is in any other one.

Companies that adopt customer centricity have proven to be extremely efficient in increasing HCPs' trust to prescribe certain medications.

Customer centricity is all about anticipating the customers’ needs, wants, and communication preferences to meet them, which builds a meaningful, overall customer experience.

In this blog post, we will dig deeper into the customer-centricity concept and what it has to offer to the pharmaceutical industry to anchor on the importance of its adoption!

Customer Centricity: Your Stairway to Achieving Excellence and Increasing Brand Adoption

A study by PwC found that customer-centric pharmaceutical companies are 2.5 times more likely to achieve their revenue goals than those who are not.

When HCPs feel that their needs are being met and appreciated and when they receive communication that is tailored to their needs, they are more likely to prescribe your brand and even adopt on the long-term.

As proven by a survey by IMS Health, 70% of HCPs say that they are more likely to prescribe a medication from a company that they believe is customer centric!

Now, that we acknowledge the effect of customer centricity on brand adoption, a logical question might emerge about how customer centricity can be adopted in the brand’s communication.

Here Are 4 Ways to Integrate Customer Centricity in Your Next Brand Phase

• Putting patients first, which means understanding patients’ needs, and more importantly, conveying to HCPs that you do know what their patients need most, so they can adopt your brand.

• Build meaningful relationships with healthcare providers. Such relationships can only be built through a thorough understanding and interpretation of each customer persona/HCP profile. Knowing the characteristics of such persona can help your sales force offer real value to HCPs, which will significantly increase sales and conversions.

• Focus on the customer journey. Train your team on understanding and interpreting each touchpoint they might have with HCPs, and empowering them to identify the trends, pain points, and opportunities they may use in each stage of the consumer journey.

• Train your team on embracing customer centricity. Fostering a culture that embraces customer centricity starts by raising your teams’ awareness and expertise in managing such important value in each touchpoint they have with their target segments.

Introducing Orchestrator: Your Omnichannel & Customer-Centricity Pal

To adopt such advanced levels of customer centricity, your team must be equipped with the adequate tools to manage their communication in an omnichannel approach rather than a multichannel one, since omnichannel communication is always more customer centric!

Orchestrator is an innovative, virtual training tool that empowers your team to adopt customer centricity through training them on the management of omnichannel communication and management. Orchestrator helps your team to interpret multiple customer profiles and market scenarios to build the perfect omnichannel communication for each HCP persona or profile.

To know more about our product, you can visit the product’s page and get to know all about it in details here.