Amanjeet Saluja is a Principal at Axtria with over 22 years of experience across analytics and management consulting. First, Aman speaks about why customer experience has become such a hot topic in the pharma industry. He defines what customer experience means within the context of pharma. If pharma executives invest in improving the customer experience, they can expect massive growth; Aman explains how. Tune in as we talk about the proper sequence of steps pharma executives must take to place the customer experience at the core of their commercial strategy.
In This Episode, We Cover:
- [02:45] Why the customer experience has become a hot industry topic.
- [05:30] How Aman defines the customer experience within pharma in the context of selling drugs and devices.
- [12:25] The results that executives can expect as they invest in improving the customer experience.
- [13:45] The right sequence of steps pharma executives must take to bring customer experience to the core of their commercial strategy.
- [16:15] Takeaways from today’s conversation with Aman.
Key Takeaways:
- The companies that invest in premium customer experiences see about 1.8 to 2 times faster growth.
- Companies must focus on culture, leadership, commitment, and empowering their teams.
- Driving the customer experience as a core element of a commercial strategy is critical.
- The top must drive the customer experiences and do so in a phased manner to ensure early experimentation and refinement.