CX inspirations by CX domain/competency “customer centric culture”
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian service offering (i.e., patients need a problem to be… Read More »5 Things Healthcare Organizations Can Learn From Disney
I wholeheartedly invite you considering to watch the movie “Oliver Sacks: his own life” if you may have the opportunity to. London-born Oliver Sacks was… Read More »Watch this movie if you can
Amazon’s online pharmacy PillPack is dramatically outperforming competition in NPS score. With PillPack reaching an NPS of 80 (where scores above 70 are considered “world… Read More »PillPack (by Amazon) is NPS-outperfoming pharmacy market
When discussing ‘customer centricity’ in the pharmaceutical industry, a key question is who the pharma customer actually is. Honestly spoken, depending on who you ask,… Read More »Who is the pharma customer?
I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe… Read More »Roche internal patient community won Reuters Pharma Award Europe 2020
In the pharmaceutical industry we feel inspired by innovation business masters like Amazon, Apple, Uber, Google, Netflix, etc. We would desperately like to be like… Read More »Let’s stop calling ourselves “customer”
In my ecosystem – the pharmaceutical industry – it seems to be difficult for some people to call health care providers (HCPs) or patients our… Read More »Why it is good being a customer
Anthony Pannozzo, SVP Experience and Service Design at Continuum, outlines the challenge of balancing the emotions experienced by clinicians and patients in healthcare settings.
A brief 2.5 mins video showing a CX lesson given by Steve Jobs at Apple’s Worldwide Developer Conference in 1997 already. Sounds familiar?
