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Advice You - Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:
Customer dissatisfaction with the quality goo
Customer dissatisfaction with the quality goo
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
ds and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard
; 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
o come by when consumers become less satisfied. The ACSI fell dramatically in the fourth quarter of 2004. The Index now stands at 73.6 – dropping nearly 1% compare
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
with the third quarter. One would have to go back almost seven years to find an equivalent decline.
While high levels of customer satisfaction typically lead to
While high levels of customer satisfaction typically lead to
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ompany growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.
What’s interesting with this stud
What’s interesting with this stud
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
is that since 1995 customer service has consistently not made the grade, and services continue to top the list in terms of customer dissatisfaction. Remember we’
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 all in the service business!
Taken even further, growing customer dissatisfaction with contact center service levels is boosting the use of IVRs as 20% of custo
Taken even further, growing customer dissatisfaction with contact center service levels is boosting the use of IVRs as 20% of custo
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
ers opt for self service channels over live agents. That’s 1 in 5 customers bypassing the human because of poor service. (CRM Today, 2/18/05).
Most of us know th
Most of us know th
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
impact and cost of repeat calls, bad call experiences, poor service, (if you don’t go to 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
e.html">http://www.human-technologies.com/newsletter_archive.html). What can you do starting right now?
First, how and what are you measuring for customer sa
First, how and what are you measuring for customer sa
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
isfaction? Measurement systems must not only be in step with the customer's preferred communication channel, but the effectiveness of service delivery should be im
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
ediate.
What does this mean? If the interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for
What does this mean? If the interaction is via phone, a survey should be via phone, not by a subsequent email. Are you actually asking the customer for
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
eedback on their experience—what is now jargoned as ‘the voice of the customer?’ Merely using metrics will give you guidelines, but could be false security. Go t
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
the source. Ask your customers!
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the
Second, according to the third National Complaints Culture Survey unhappy customers are growing increasingly frustrated with the
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
way their complaints are being handled, and hard-pressed call center staff are being hindered by a lack of training and support from their employers.
Since calls
Since calls
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
oming into an organization are escalated before they’re even answered—if I could successfully find my answers through the website, self service, VRU, IVR, etc. I w
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
uldn’t need to talk to a human—so employees need more tools than ever before to diffuse what is being presented to them such that they can move the customer onto a
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
more productive interaction, and close the call.
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic,
Where will they find these tools? The simple answer is with customer centric training. Off the shelf, generic,
.
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
r outdated training is like trying to put a round peg in a square hole. Today’s training modules must be customized to the customer, not the statistics, and train
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
ng must be presented ongoingly. It must be highly interactive, current, and robust with role playing opportunities.
Remember, training is a process, not an even
Remember, training is a process, not an even
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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