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Useful Advices - An Interview With Lynda King Taylor Elite Service? Should We Pay For Better Service?
I once had a very interesting conversation with a very good friend of mine Lynda King Taylor; an International Speaker and Author on Customer Service.
Lynda, as usual, had some very interest
Lynda, as usual, had some very interest
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
ing questions to ask me, only this time, it was for some research, for an up and coming article she was working on. And I thought you may be interested in my replies.
Lynda: Is good
Lynda: Is good
; 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
customer service becoming more elitist?
Derek: This is an interesting question. Good customer service is not absolutely essential and many businesses may be able to
Derek: This is an interesting question. Good customer service is not absolutely essential and many businesses may be able to
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
survive or even succeed without it. And therefore it often comes down to the vision of the business leader and the strength of his/her leadership.
There are many instances, even in very sma
There are many instances, even in very sma
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
l businesses, where the owners really put their heart and soul into the business. For them, customer service is absolutely paramount. And they will feel that their pride and reputation is alw
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ays at stake.
Increasingly, businesses are recognizing the correlation between customer service, customer retention and financial success. And so they may be making a huge investment in cust
Increasingly, businesses are recognizing the correlation between customer service, customer retention and financial success. And so they may be making a huge investment in cust
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
omer service but still facing the competitive pressures in terms of their pricing. A good example of this might be Boots the Chemist.
I know that Boots the Chemist invests heavily in custome
I know that Boots the Chemist invests heavily in custome
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
r service both in their stores and behind-the-scenes. They have a very strong customer service ethic and an excellent reputation with their customers. But in order to survive they need to rem
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
in competitive in their pricing.
Most people would probably like to receive excellent customer service from every business that they deal with. Unfortunately, this is never going to be the c
Most people would probably like to receive excellent customer service from every business that they deal with. Unfortunately, this is never going to be the c
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
ase. Some businesses are just simply not set up that way. Customer service could be thought of as being similar to product quality. It would be nice to always have the best quality. But the b
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
est quality is not always available or desirable.
And finally, there is the customer experience. Customers may well be prepared to pay extra for an improved customer experience. And, in some
And finally, there is the customer experience. Customers may well be prepared to pay extra for an improved customer experience. And, in some
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
instances, would not believe in the experience unless they had paid a premium. Why is it, for instance, that one brand of perfume might cost 10 times as much as another? Or that a restaurant
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
can be significantly more expensive than its competitors even though the food is very similar.
We have to deal with a huge range of emotions and needs. In some cases, it may cost more to mee
We have to deal with a huge range of emotions and needs. In some cases, it may cost more to mee
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
t those needs. And in some cases, customers may expect to pay more. We all want elite suppliers in just the same way that we want cheap suppliers.
Lynda: Do we, as consumers, accept
Lynda: Do we, as consumers, accept
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
that we should not expect better service if we are not paying for the privilege?
Derek: In this part of the world, I think that we all have minimum expectations.
W
Derek: In this part of the world, I think that we all have minimum expectations.
W
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
e expect that if we purchase from a reputable supplier then we will receive a product that is suitable for purpose and reasonably priced. We want the reassurance that any fault or problem wil
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
be corrected. And we expect to be treated with respect and courtesy.
However, we also know not to expect too much in certain circumstances. For instance, we would not expect the same servic
However, we also know not to expect too much in certain circumstances. For instance, we would not expect the same servic
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
e from a roadside burger wagon as we would from McDonald's. And we would not expect the same service from McDonald's that we would expect from a Beefeater restaurant. And we would not expect
.
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
the same service from a Beefeater restaurant that we would expect from the Ritz Hotel.
There is a huge diversity in the level of service we can expect to receive. And rightly so. But there a
There is a huge diversity in the level of service we can expect to receive. And rightly so. But there 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
re two things that cause frustration for the customers of any business. The first is a lack of respect. And the second, is a level of service that we feel falls short of what we have paid for
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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