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E-Folder - Make Customer Satisfaction a Company-Wide Focus
“You’re in good hands.” “Leave the driving to us.” “It’s your store.” “Helping make your life easier.” “We’re in your corner.” We’ve heard all the slogans: companies promise to treat their customers like royalt
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
y. Everyone claims to have superior customer service. But does everyone deliver? A RightNow Technologies survey named poor customer service as the #1 reason people stop doing business with a company. It’s clear
; 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
hat for many companies, customer service never transforms from a slogan into a way of doing business.
Customer service is an endangered species in today’s business environment. This fact is not just a constant ann
Customer service is an endangered species in today’s business environment. This fact is not just a constant ann
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
oyance to consumers; it also presents a great opportunity for any business that wants to separate itself from its competitors. But you’ll need more than a catchy slogan to make your company customer focused. It ta
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
es total commitment from everyone in the company to make customers totally satisfied. Another study shows that a “totally satisfied” customer is six times more likely to become a repeat customer than someone who de
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
scribes herself as “satisfied.” That means total satisfaction should be every company’s goal.
How do you create a company that’s really committed to customer service? Here are 5 steps every company can take:
1)
How do you create a company that’s really committed to customer service? Here are 5 steps every company can take:
1)
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
Make a claim and back it up. A catchy slogan won’t change the culture of your business. But it will put everyone on notice that you are serious about satisfying customers. Come up with an easy-to-remember phrase
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
that summarizes your commitment to customers. (If you want to make sure employees share your commitment to customers, have them help craft your slogan.) Then promote that phrase as your promise to put customers fi
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
st. Ask customers to hold you accountable for living up to your words.
2) Hire good people. Make sure that everyone who works directly with your customers is professional, courteous, knowledgeable and eager to h
2) Hire good people. Make sure that everyone who works directly with your customers is professional, courteous, knowledgeable and eager to h
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
elp. Give them hypothetical situations dealing with unhappy customers. Let them tell you how they would handle these situations. Don’t forget to use your best people to recruit other people to work for you. Your
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
people may know someone who would be a great fit for your company.
3) Empower and reward your people. It isn’t enough to hire good people. You’ve got to let them handle hard cases as soon as they happen. They n
3) Empower and reward your people. It isn’t enough to hire good people. You’ve got to let them handle hard cases as soon as they happen. They n
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
eed to be able to give refunds, free products, free service, whatever is necessary to make the customer happy. Support your employees, even if you think they handled it wrong. Use planned, consistent training sess
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
ons to raise your people’s level of performance. Reward your people for taking care of customers. Use time off, plaques, free dinners, cash bonuses, or other premiums. Just make sure you reward people publicly,
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
on a regular basis.
4) Deal immediately with dissatisfied customers. Most customers won’t say anything right away if they’re unhappy. That’s why everyone in your company who deals with customers needs to be taug
4) Deal immediately with dissatisfied customers. Most customers won’t say anything right away if they’re unhappy. That’s why everyone in your company who deals with customers needs to be taug
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
t to see the signs that a customer isn’t pleased. Those signs may include: they seem less talkative or more uneasy around you than usual, they no longer give you compliments on your business, they start talking abo
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
ut how good things used to be, or they give compliments to other suppliers. Any of these things could be signs that your customer is drifting away from you.
5) Keep communication lines open between you and your c
5) Keep communication lines open between you and your c
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
stomers. Make sure that all of your company communications (product brochures, technical manuals, sales literature, etc.) focus on your customers’ needs, and how your company’s strengths can satisfy those needs. A
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
lso, give your customers regular occasions to let you know how they think you’re doing. Use periodic customer satisfaction surveys and consistent contact with your best customers to see what you’re doing right, and
.
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
how you can improve.
It doesn’t require new equipment or a costly overhaul of your business to implement these ideas. It does take some hard work, teamwork, and a consistent commitment to see your customers totall
It doesn’t require new equipment or a costly overhaul of your business to implement these ideas. It does take some hard work, teamwork, and a consistent commitment to see your customers totall
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
y satisfied. Businesses who dedicate themselves to building a customer-focused business will find that the hard work pays of in two of the most important ways possible: loyal customers and steady, increased profits
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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