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Main Subject - Email Mistakes That Destroy Customer Trust
Is email your company's friend or foe? It depends on how you use it, how important new customers are to you, and how much you value existing customer relations.
I was going to order a bunch of custom embroidered polo shirts for our team to wear at an industry event. I went t
I was going to order a bunch of custom embroidered polo shirts for our team to wear at an industry event. I went t
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
o a well-known company, one I had ordered from in the past, and using a form on their web site I sent them the artwork for a free estimate of the process and the cost.
Nothing happened. There was no confirmation message and no message saying that the email had bounced. I for
Nothing happened. There was no confirmation message and no message saying that the email had bounced. I for
; 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
got about it. Back in 1997 I might have called to ask if they received the email. Today we all simply assume that if it doesn't bounce back within a few hours - it was received.
It was four days later that I received the company's email newsletter promoting their products an
It was four days later that I received the company's email newsletter promoting their products an
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
d telling me that there are just three more days to take advantage of a special sale.
I must say that was maddening. They had obviously received my request for a quote - since opting in to their email announcements was part of the process. And the email address their newslet
I must say that was maddening. They had obviously received my request for a quote - since opting in to their email announcements was part of the process. And the email address their newslet
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ter was sent to was the same one I used when registering on their web site. An address used sparingly.
So how likely am I to do business with them?
If they had responded to my submission saying that they would get right on it and send me the quote within the next - whatever
So how likely am I to do business with them?
If they had responded to my submission saying that they would get right on it and send me the quote within the next - whatever
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
period of time - and then delivered on that promise, I would have been pleased. That is what I expected.
I expected to hear from them acknowledging that my potential business was important and that they were paying attention.
Last summer I bought a small sailcloth duffle b
I expected to hear from them acknowledging that my potential business was important and that they were paying attention.
Last summer I bought a small sailcloth duffle b
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
ag, the size for taking to the beach or as a carryon on the plane. The sailcloth is resilient and as it wears it will take on a persona of its own - like your favorite jeans or loafers.
I bought it because I saw it on a local infomercial where we were vacationing - a retaile
I bought it because I saw it on a local infomercial where we were vacationing - a retaile
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
rs in the area piece. The company is a third or forth generation family business. I have interviewed for publication over 100 family business owners - so I thought, hey maybe these people will talk to me. I'll get a great story and they'll get some PR.
The company's web site
The company's web site
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
was a first generation looking ecommerce web site. There was a single contact email, you know info@ so I had to send "To Whom It May Concern" sort of message.
I told them how much I loved the duffle and how pleased I was to learn of their family business and could we talk?
I told them how much I loved the duffle and how pleased I was to learn of their family business and could we talk?
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
I sent a link to 50 or so business owner stories we had published without charge in the past. I wanted to make it clear that this was no a solicitation of any kind.
Nothing happened. I expected something. I was a new customer - maybe I would buy more stuff in the future. I w
Nothing happened. I expected something. I was a new customer - maybe I would buy more stuff in the future. I w
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
s offering to tell their story. Instead nothing.
How do you think this makes me feel about the duffle bag I just bought? How many more duffle bags will I (or anyone I know) buy from them?
Common courtesy demands that you respect your customers if you expect them to do busin
How do you think this makes me feel about the duffle bag I just bought? How many more duffle bags will I (or anyone I know) buy from them?
Common courtesy demands that you respect your customers if you expect them to do busin
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
ess with you in the future.
A couple of months ago I had a little software script installed on our web site. It probably took the software creator fifteen minutes to set it up. Inexplicably two weeks ago it quit working properly.
My detailed explanation and answers to their
A couple of months ago I had a little software script installed on our web site. It probably took the software creator fifteen minutes to set it up. Inexplicably two weeks ago it quit working properly.
My detailed explanation and answers to their
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
questions and all the other back and forth between the developer and myself had been done using their automated support ticket system.
Rather than start this process again I logged on to their support area and re-opened the previously closed support ticket.
Four days went
Rather than start this process again I logged on to their support area and re-opened the previously closed support ticket.
Four days went
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
by and nothing happened. I opened a new support ticket and briefly re-stated the problem referencing the previous support ticket - so I would not have to recreate the entire message again from scratch.
Two more days went by and a colleague of the developer contacted me to sa
Two more days went by and a colleague of the developer contacted me to sa
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
y that there was no record of the original support ticket.
It had been deleted, but the system did not tell me that when I re-opened it. Now I have to start the entire explanation process all over with a different person. This is maddening.
So, the problem has still not bee
It had been deleted, but the system did not tell me that when I re-opened it. Now I have to start the entire explanation process all over with a different person. This is maddening.
So, the problem has still not bee
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
n solved. I expected better treatment from people I regularly spend money with. I "know" they received the messages because I was taken to a thank you page after sending the messages.
And during the three plus weeks (so far) that have gone by with no customer satisfaction I
And during the three plus weeks (so far) that have gone by with no customer satisfaction I
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
have received numerous solicitations for more of their products and services.
I am not naive. I know these sales emails were sent automatically on a schedule requiring little if any time on their part. Nevertheless some effort should have been made to make those of us waitin
I am not naive. I know these sales emails were sent automatically on a schedule requiring little if any time on their part. Nevertheless some effort should have been made to make those of us waitin
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
g for service feel better about our situation.
Instead, even though I know it’s all automatic, I get daily reminders that they are more interested selling new stuff than they are servicing what they have already sold.
This is not a good business building technique if you as
Instead, even though I know it’s all automatic, I get daily reminders that they are more interested selling new stuff than they are servicing what they have already sold.
This is not a good business building technique if you as
.
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
k me.
What do your customers think about you? Are you paying attention? Are you listening? Do you telegraph how much or how little you care about them and their business?
If you have the courage, ask your mother to use every form on your web site, contact you with service r
What do your customers think about you? Are you paying attention? Are you listening? Do you telegraph how much or how little you care about them and their business?
If you have the courage, ask your mother to use every form on your web site, contact you with service r
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
equests, and new business quotes, etc.
If you REALLY have courage have your mother ask one of her friends, someone important to her that you don't know to test your email responsiveness.
You won't have to wait long or invest any money to get the real opinions of real people
If you REALLY have courage have your mother ask one of her friends, someone important to her that you don't know to test your email responsiveness.
You won't have to wait long or invest any money to get the real opinions of real people
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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