Customer Experience Review

For:

Directors of medical, marketing, and brand; heads of digital, multichannel marketing, and customer engagement.

What:

Independently reviews the performance of key customer experiences and compares them with the competition.

The Customer Experience Review provides a thorough, objective, expert-based customer experience review of websites, mobile/tablet apps, electronic details, online meetings, social media, email, and cross-channel campaigns following the CXQ® methodology. In addition to conducting an in-depth review of these customer experiences, we can benchmark your performance against direct competitors, the industry in general, or best practices.

Why it’s important

Customer experiences play increasingly strategic roles for pharmaceutical companies. Today’s customer engagement plans no longer only include the development of advisory boards or new material for field teams; they also have a tactical reliance on digital interactions including permanent websites, applications, or newsletter subscriptions. To have the greatest impact, pharmaceutical firms need to focus on becoming competent in the design of these customer experiences. But without objectively measuring their performance, firms will not have a tangible way to improve their impact on customer satisfaction and loyalty.

What it provides

  • A critical evaluation metric to determine whether your customer experience is facilitating or hindering your opportunities in the digital space
  • A thorough assessment method to engage more customers and strengthen those engagements following the CXQ® methodology
  • An action plan to boost your customer and business value above that of your peers
  • A tool to monitor progress over time and steer your design efforts

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