Making the Customer Experience Vision a Reality in the Pharmaceutical Industry
The stakes are high for companies in the pharmaceutical industry. Many of the larger companies are facing a slew of $1b+ drops in revenue from expiring patents on their blockbuster drugs with little in the pipeline to replace it. In addition, companies are revamping their large sales forces due to billions of dollars in fines paid to the FDA since 2005 for deceptive marketing practices…
How a Communications Provider Exceeded Their C-sat Dream
This post is the second installment in a series covering individuals leading the customer experience transformation within their organization. Mike Travers just used the term “mind-bogglingly great” to describe Broadview’s November and December customer satisfaction scores. This description closely matches what Mike’s colleague, Lisa Norcia, says she is hearing around the company, “The word I hear most often is ‘awesome’.” Broadview is celebrating customer satisfaction…
About the 2013 Banking Customer Experience Trends Study
PeopleMetrics is launching an in-depth research project into what banks are currently doing to improve their customer experience. The banking industry is navigating a sea of changes right now. Increased regulations, a loss of consumer trust, and the new digital landscape are only some of the factors causing massive shifts in how banking is done. Often when industries undergo such considerable change they are forced…