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Just Other Articles - Forget About Customer Service & Satisfaction: Pursue Customer VALUE
For the longest time I have been uncomfortable with the various labels we place on our customer facing activities. They are referred to as:
Customer Service
Customer Care
Customer Support
Customer Relationship Management
Client Services
Client Relations.
Most of these titles and designations focus on what we DO without focusing on the results we are hopin
Customer Service
Customer Care
Customer Support
Customer Relationship Management
Client Services
Client Relations.
Most of these titles and designations focus on what we DO without focusing on the results we are hopin
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
g to achieve.
We engage in these activities, presumably to promote:
Customer Satisfaction
Client Retention
Customer Loyalty.
And we trust that these aims and practices will contribute to PROFITS.
But as a long time management consultant and President of Customersatisfaction.com, I’m not at all convinced we’re headed in the right direction, that these words
We engage in these activities, presumably to promote:
Customer Satisfaction
Client Retention
Customer Loyalty.
And we trust that these aims and practices will contribute to PROFITS.
But as a long time management consultant and President of Customersatisfaction.com, I’m not at all convinced we’re headed in the right direction, that these words
; 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
and phrases are helping us or our clients and customers as much as an alternative model, which I’m going to introduce, here.
I believe all would be better served by focusing our efforts on IMPROVING CUSTOMER VALUE.
Peter F. Drucker, renowned management guru, used to point out to those of us who studied with him, that customer service “Must be defined from the
I believe all would be better served by focusing our efforts on IMPROVING CUSTOMER VALUE.
Peter F. Drucker, renowned management guru, used to point out to those of us who studied with him, that customer service “Must be defined from the
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ustomer’s point of view.”
The true test of valuable service is whether, if unbundled, customers will pay extra money for what is being dispensed to them.
A fellow student, in senior management with a financial services company, boasted that his firm was superior to competitors because it had a network of “local branches close to customers.”
When grilled by Dr
The true test of valuable service is whether, if unbundled, customers will pay extra money for what is being dispensed to them.
A fellow student, in senior management with a financial services company, boasted that his firm was superior to competitors because it had a network of “local branches close to customers.”
When grilled by Dr
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
cker as to whether he had PROOF that these expensive deployments had any significant value in the minds of customers, my colleague balked and stammered.
It was merely an ARTICLE OF FAITH on his part; and in fairness to him, also in the minds of many at his company, that all of their efforts to serve were actually serving.
Upon closer scrutiny, the local servic
It was merely an ARTICLE OF FAITH on his part; and in fairness to him, also in the minds of many at his company, that all of their efforts to serve were actually serving.
Upon closer scrutiny, the local servic
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
centers were found to have slight, if any, marginal utility to the customers in whose name they were built.
So, what IS value to customers? And how is it linked to achieving value to companies?
It is a moving target, for one thing. Yesterday’s first class air traveler insisted on a larger seat with more leg room. Today’s requires sleeper seats, independent au
So, what IS value to customers? And how is it linked to achieving value to companies?
It is a moving target, for one thing. Yesterday’s first class air traveler insisted on a larger seat with more leg room. Today’s requires sleeper seats, independent au
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
dio and video programming, expedited baggage services, and an amenities kit on international flights.
One of the key components of providing value to customers is by offering an attractive PRICE. Take the shopper at a 99 Cents Only store. He or she can expect to find a tube of toothpaste for 99 cents, where the same item costs three times as much at a typical d
One of the key components of providing value to customers is by offering an attractive PRICE. Take the shopper at a 99 Cents Only store. He or she can expect to find a tube of toothpaste for 99 cents, where the same item costs three times as much at a typical d
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
ug store or supermarket.
That’s value, without question. The amount and quality tendered should offer substantial utility to the customer.
But stark utility and functionality are only part of the equation.
The Mercedes dealer that has a Hall of Fame, a Polaroid portrait gallery of every buyer dating back decades displayed on the wall, insists on awarding men
That’s value, without question. The amount and quality tendered should offer substantial utility to the customer.
But stark utility and functionality are only part of the equation.
The Mercedes dealer that has a Hall of Fame, a Polaroid portrait gallery of every buyer dating back decades displayed on the wall, insists on awarding men
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
nd women a dozen long-stem roses with each car purchase. It’s a moment in which every customer feels special and important, and a snapshot commemorates it, and is placed on the wall joining similar images of Hollywood celebrities such as Clark Gable, that have bought cars over more than a half-century at this famous dealership.
That’s value, too. Compared to th
That’s value, too. Compared to th
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
cost of an upscale car, the roses and the photo are very inexpensive. But they are part of a much greater ritual that the dealership has orchestrated to create an ELITE club, consisting of mostly ordinary purchasers.
This example shows the possibilities for IMPROVING CUSTOMER VALUE are practically endless.
Frequency marketing plans, based on airline miles, ca
This example shows the possibilities for IMPROVING CUSTOMER VALUE are practically endless.
Frequency marketing plans, based on airline miles, ca
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
h-back rebates, and even free dinners and haircuts, have had a dramatic impact on generating repeat business and a perception of value for buyers. At the same time, they have introduced loyalty and more predictable revenue streams into otherwise fickle industries.
These promotions show the Win-Win potential of focusing on creating VALUE.
From the business’s st
These promotions show the Win-Win potential of focusing on creating VALUE.
From the business’s st
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
andpoint, when a customer can be induced to spend more, to buy the higher profit items, to resist the siren songs of competitors, and to be a source of referrals, then a CUSTOMER’S VALUE has been increased, and for that matter, so has the value of the overall enterprise.
The trick is to create better FITS and ALIGNMENTS between what a company offers by way of c
The trick is to create better FITS and ALIGNMENTS between what a company offers by way of c
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
stomer-facing practices and to increase the willingness of customers to select and prefer their vendors.
Does the company that answers the phone more pleasantly and faster than its competitor, win more business and better retain its customer base? We presume it does, and millions of dollars are invested annually by firms to train their personnel in telephone et
Does the company that answers the phone more pleasantly and faster than its competitor, win more business and better retain its customer base? We presume it does, and millions of dollars are invested annually by firms to train their personnel in telephone et
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
quette and call handling techniques.
As the author of MONITORING, MEASURING & MANAGING CUSTOMER SERVICE, let me ask you to consider these questions:
Where are the MEASURES that show such a correlation between good calls and good business? Where are the MONITORING techniques that capture and compare the RESULTS achieved by well trained versus poorly trained rep
As the author of MONITORING, MEASURING & MANAGING CUSTOMER SERVICE, let me ask you to consider these questions:
Where are the MEASURES that show such a correlation between good calls and good business? Where are the MONITORING techniques that capture and compare the RESULTS achieved by well trained versus poorly trained rep
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
? How many customers have been DETECTED grumbling instead of singing as conversations conclude, or have explicitly responded to post-mortems and surveys by stating, “I went to your competitor because your call handling is inferior”?
Instead of focusing mostly on what we do, we need to ask “What are customers achieving?” and equally important, “What are we getti
Instead of focusing mostly on what we do, we need to ask “What are customers achieving?” and equally important, “What are we getti
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
g, in return?”
I have often said the truest test of customer satisfaction is this question:
“Will your customers reorder, or permit you to up-sell or to suggestively sell them more, RIGHT NOW?”
If not, you have not increased a customer’s VALUE to your firm, and you have demonstrated that you have not dispensed enough value to the customer, up to that point.
I have often said the truest test of customer satisfaction is this question:
“Will your customers reorder, or permit you to up-sell or to suggestively sell them more, RIGHT NOW?”
If not, you have not increased a customer’s VALUE to your firm, and you have demonstrated that you have not dispensed enough value to the customer, up to that point.
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
There is a VALUE DEFICIT that should be detected and remedied, immediately, but all too often it evades review and repair.
How do we create better FITS and ALIGNMENTS?
We need to (1) Seek and obtain FEEDBACK from clients on an ongoing basis that we’re delivering what they value. We should employ explicit and implicit measures of value tendered and received. (2
How do we create better FITS and ALIGNMENTS?
We need to (1) Seek and obtain FEEDBACK from clients on an ongoing basis that we’re delivering what they value. We should employ explicit and implicit measures of value tendered and received. (2
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
We should benchmark our processes against known BEST PRACTICES in the field and across industries.
But we can’t be satisfied with these initiatives, important as they are.
We also need to (3) CREATE NEW SATISFACTIONS and NEW VALUE for customers and for our companies.
This means taking risks.
For example, today’s hybrid vehicles cost more off the showroom fl
But we can’t be satisfied with these initiatives, important as they are.
We also need to (3) CREATE NEW SATISFACTIONS and NEW VALUE for customers and for our companies.
This means taking risks.
For example, today’s hybrid vehicles cost more off the showroom fl
.
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
or, but they deliver more over time, including long-range economy and an increasingly important perception that the buyer is doing his share to reduce dependency on foreign energy sources, making his country more safe and secure in the process.
But when hybrids were designed, gas cost about $1.80 per gallon, and manufacturers had to get in front of their custom
But when hybrids were designed, gas cost about $1.80 per gallon, and manufacturers had to get in front of their custom
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
rs and entice them into the future.
Toyota made the bet that the market, and global events would catch up with their vision, and they bet right, winning a leading worldwide market share in the process.
You don’t have to be big to emulate them.
For the price of a few roses or a snapshot, you might accomplish the same thing, providing customers find VALUE in it
Toyota made the bet that the market, and global events would catch up with their vision, and they bet right, winning a leading worldwide market share in the process.
You don’t have to be big to emulate them.
For the price of a few roses or a snapshot, you might accomplish the same thing, providing customers find VALUE in it
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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