Any good Customer Experience strategy in the pharmaceutical industry must be omnichannel.

[nurmohammadkhan]

89 % of customers who left a company to switch to a competitor did so primarily due to customer experience issues (source: customerthermometer.com ).
In conclusion, it is good to never forget these last two data, which emerged from very well-known research conducted by Bain & Company:

For a company, acquiring a new customer costs 6 to 7 times more than retaining an existing one .
A 5% improvement in Customer Retention can produce up to 25% more profit .
These are eloquent statistics, which perfectly tell how Customer Service is the main armenia whatsapp resourceV pillar of every company in the digital era. Now, as promised, we want to tighten the circle around the topic of Customer Experience in the pharmaceutical sector , to understand which directions to follow to constantly improve it, with advantages both on the patient and company fronts.

The topic is really broad, and we decided to tackle it by proposing a three-step path and three key words: omnichannel , data-driven , one-to-one .

1. Omnichannel

Of course, we must start from the “physical world” : that of general practitioners, pharmacies and parapharmacies. But this aspect alone is no longer enough. And the hectic phases of the health emergency have demonstrated this with great and dramatic evidence.