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Main Subject - Keep Customers Happy: Show Them You Care
The cable TV service in my area recently changed from one big, impersonal company to another. The new company launched a multi-million dollar ad campaign to assure all of us that they were committed to giving us a new le
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
vel of service. Unfortunately, they didn’t tell us that new level of service was actually lower than what we had before. After enduring several weeks of dropped channels and fewer choices, I called Giant Cable Company to
; 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
register my complaint with the service.
The guy who answered the phone seemed pleasant enough. He just couldn’t fix anything. All he did was apologize for my inconvenience. He assured me that Giant Cable Company would
The guy who answered the phone seemed pleasant enough. He just couldn’t fix anything. All he did was apologize for my inconvenience. He assured me that Giant Cable Company would
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
soon make everything better. (I don’t think he believed that any more than I did.) I got the distinct impression that my concerns weren’t all that important to Giant Cable Company. I hung up the phone thinking, I wonde
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
if they would care if I switched to satellite TV?
Apparently, I’m not alone in that feeling. The Rockefeller Foundation study showed that 68 per cent of customers who stopped doing business with a company did so for o
Apparently, I’m not alone in that feeling. The Rockefeller Foundation study showed that 68 per cent of customers who stopped doing business with a company did so for o
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
e reason: they felt like that company didn’t care about them. One commenter on my blog summed up what many of us believe. She said that doing business today was “very similar to a visit to the carnival...with less than
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
onest people trying to separate [me] from [my] money for little or nothing in return.”
In an environment like this, when many people believe that no company cares about them, it should be easy to make a big impression on
In an environment like this, when many people believe that no company cares about them, it should be easy to make a big impression on
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
your customers. If you show your customers that you care, your company will shine. You might even attract some of your competitors’ customers!
How do you build a culture of customer care in your company? It’s really n
How do you build a culture of customer care in your company? It’s really n
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
t hard, but it takes consistent commitment. Here are five ideas that will get you started as you build a customer-focused business.
1. Make customer satisfaction a company-wide goal, not just a slogan. It’s easy to sa
1. Make customer satisfaction a company-wide goal, not just a slogan. It’s easy to sa
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
the right things in your ads, but customers expect you to deliver in real life. Delivering a great product or service, on time, at a fair price, tells your customer that you value them. It sounds simple, but how many ti
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
es in your experience has a business you’ve dealt with dropped the ball in one of these areas?
2. Ask your customers what they want. In a survey done by RightNow Technologies, customers most often cited poor customer s
2. Ask your customers what they want. In a survey done by RightNow Technologies, customers most often cited poor customer s
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
rvice as the reason they left. But companies believed that price was the biggest reason customers left. That shows that many companies are making bad guesses about what customers think is important. Find out what your
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
ustomers think. Send a satisfaction survey to your top customers. Encourage them to give honest opinions about your products and services. You might be surprised by the answers you get!
3. Give special attention to y
3. Give special attention to y
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
ur best customers. It’s true: you’ll get 80% of your business from 20% of your customers. Get to know these customers: their business, their people, their future plans. Acknowledge when these companies win awards, or a
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
hieve industry milestones. The extra effort you put in will cement your relationship, and pay off in continued business.
4. Communicate clearly. Few things are more frustrating for customers than not being able to fin
4. Communicate clearly. Few things are more frustrating for customers than not being able to fin
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
information about your products or services. Make sure that all your communications methods, from web sites to product brochures, from training manuals to phone answering systems, focus on meeting your customers’ needs.
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
Customers will notice, and they will appreciate the difference!
5. Keep in touch. As Woody Allen said, “Eighty percent of success is showing up.” Make a plan to consistently “show up” in front of your clients. A qui
5. Keep in touch. As Woody Allen said, “Eighty percent of success is showing up.” Make a plan to consistently “show up” in front of your clients. A qui
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
k phone call or a note in the mail shows your customers that you’re thinking about them. Send an online newsletter to keep customers informed about your company. However you choose to stay in touch, do it consistently.
.
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
Keep reminding your customers that you are uniquely qualified to solve their problems. They’ll come to you first for solutions!
Creating a customer-focused business requires focus and consistent work. But the rewards a
Creating a customer-focused business requires focus and consistent work. But the rewards a
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
e substantial. Focusing on customer satisfaction builds a base of loyal customers that bring in steady revenue, and serve as great word-of-mouth advertisers. What a great way to build a long-lasting, profitable business
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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