Tags |
|
|
Links |
|
|
Useful Advices - Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms
Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Despite their
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
efforts, however, customer satisfaction results continue to fall. Why aren’t these massive efforts paying huge dividends? One would think that by now the organizations that have committed these vast resources would have a large cadre of satisfied, loyal customers, but in most ca
; 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
ses just the opposite is true.
Think about the scenarios that play out every day. Where is the “fast” in the fast food industry, when drive-up or walk-in service can now take ten, fifteen, even twenty minutes or more? Why are there so many telephone response cues that offer call
Think about the scenarios that play out every day. Where is the “fast” in the fast food industry, when drive-up or walk-in service can now take ten, fifteen, even twenty minutes or more? Why are there so many telephone response cues that offer call
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ers recorded messages warning that due to unusually high call volume, wait times may be many minutes long? Or how about local small businesses, such as dry cleaners and specialty stores, whose staff do not care enough to remember the names of frequent patrons? Today, customer ser
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ice and satisfaction are more often than not abysmal.
The main problem is that the majority of the money being spent is simply masking the symptoms of the epidemic. As most people have experienced when sick, no matter how much cold medication you consume, you will still feel mis
The main problem is that the majority of the money being spent is simply masking the symptoms of the epidemic. As most people have experienced when sick, no matter how much cold medication you consume, you will still feel mis
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
erable because it can only mask the illness by minimizing the symptoms. The same holds true in business. Despite the corporate world’s attempts at eliminating customer dissatisfaction, poor service continues to sicken the majority of consumers. If companies are to ever overcome t
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
his problem, they must get to the source of the epidemic and treat its cause rather than merely mask the symptoms.
Treating the Disease Within
The source of customer dissatisfaction stems from an organization’s leader’s unwillingness to see, identify with, and resolve the custo
Treating the Disease Within
The source of customer dissatisfaction stems from an organization’s leader’s unwillingness to see, identify with, and resolve the custo
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
er’s true concerns. Therefore, all the training and indoctrination they can give their front
line people is little more than window dressing. If employees are not first educated to empathize with the “why” that drives their customers’ desires, and second, if they are not empower
line people is little more than window dressing. If employees are not first educated to empathize with the “why” that drives their customers’ desires, and second, if they are not empower
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ed to instantly take the necessary action to effect the circumstances to exceed their customers’ expectations, then there’s little hope for improved service.
Here’s an example of the disease at work: A business owner recently received an emergency call from a client to attend a
Here’s an example of the disease at work: A business owner recently received an emergency call from a client to attend a
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
hastily called meeting in Hunstville, Alabama the next morning. In order to attend, he booked a flight that had a layover in a major city. Because of the last minute nature of the trip, he could not obtain a first class seat on either the outbound or return, as both were sold out
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
On his return, the flight out of Huntsville left late, causing him to miss his connector flight in Atlanta. After warming an airport chair for an extra couple of hours, he discovered that the next flight out was delayed as well. By now, due to the airline, he had lost a conside
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
rable part of his day. When he looked around the boarding area, it was clear that there were very few passengers for the evening flight. Before boarding began, he went up to the gate agent and explained politely that due to the airline’s flight delays he had missed one connecting
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
flight and would now be delayed once again. Given these circumstances, even though his ticket was coach, as that is all that had been available when he booked, he asked to be upgraded, especially since the plane would be 90% empty.
The agent was very sympathetic and asked how h
The agent was very sympathetic and asked how h
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
e wanted to “handle” the upgrade. He explained that under the circumstances he was requesting a courtesy upgrade. Her answer was that “she was not authorized to do so” without either payment or redemption of miles. Further displeased, the business traveler headed for the Customer
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
Service Center, where he encountered a long line of weary travelers. With his flight now boarding, he abandoned his mission and returned to the gate. Once onboard, he counted six first class passengers out of fourteen seats. The rest of the plane was virtually empty.
The airline
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
patron could have become angry back at the gate, made a scene, demanded to see a supervisor, and received a courtesy upgrade. However, this was not what he desired. All he had wanted was to be treated as a valued business customer.
There’s little doubt that the gate agent would
There’s little doubt that the gate agent would
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 honored his request had the airline’s rules permitted her to make on the spot judgment calls of this nature. Even more disturbing is that since first class was virtually empty, it would have cost the airline nothing to gain this traveler’s respect and loyalty. The multiple
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
elay problems had been the airline’s, not the traveler’s, yet they denied his polite request.
Given this information, how do you think this customer feels about that airline? More important, how likely is he to book a flight with that airline in the future? Most customers don’t
Given this information, how do you think this customer feels about that airline? More important, how likely is he to book a flight with that airline in the future? Most customers don’t
.
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
get irate easily, but they do have a long memory of poor customer service.
The Remedy is Within Reach
The customer service solution is simple. Educate your people as to how the customer feels when things go wrong. Teach them to empathize, as the gate agent did. And then take y
The Remedy is Within Reach
The customer service solution is simple. Educate your people as to how the customer feels when things go wrong. Teach them to empathize, as the gate agent did. And then take y
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
our training an important step further: Empower your people to make a real difference in creating opportunities to build customer loyalty. The cost to the company for doing so is typically small to insignificant, yet the payoff is often gigantic.
Copyright 2005 by John Di France
Copyright 2005 by John Di France
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.usefuladvices.org.ua/article/15815/usefuladvices-Treating-the-Customer-Dissatisfaction-Epidemic-How-to-Go-Beyond-Simply-Masking-the-Symptoms.html">Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms</a>
BB link (for phorums):
[url=http://www.usefuladvices.org.ua/article/15815/usefuladvices-Treating-the-Customer-Dissatisfaction-Epidemic-How-to-Go-Beyond-Simply-Masking-the-Symptoms.html]Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms[/url]
Related Articles:
Why You Need To Use Self-Help Programs
Bookmark it:
|