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Digg It - Customer Loyalty Are You Taking It for Granted?
Small business owners continually strive to increase customer loyalty. Most understand that the cost to acquire a new customer far exceeds the value of building a loya
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
l customer, however others probably take that same customer loyalty for granted.
As an executive business coach, I am always observing customer service so that I can s
As an executive business coach, I am always observing customer service so that I can s
; 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
hare exceptional customer service skills with my clients. Recently, I have had the opportunity to see first hand both ends of the customer service spectrum where one s
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
all business owner took customer loyalty for granted and another never takes customer loyalty for granted.
Scenario One
Being empty nesters, my husband and I v
Scenario One
Being empty nesters, my husband and I v
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
isit several restaurants managed by local small business owners. Last night at one of our favorite establishments, my husband went to the men's restroom to wash his han
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
s before eating. He noticed a male employee dressed in a white uniform finishing his personal business and then quickly passing his hands through water without soap and
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
actually washing his hands.
When my husband returned to the table so that I also go to the restroom to wash my hands, I observed his state of distress. Upon asking w
When my husband returned to the table so that I also go to the restroom to wash my hands, I observed his state of distress. Upon asking w
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
y he was agitated, he told me of what happened. I immediately replied, "We need to leave."
As we exited, my husband shared with the manager what he had observed and w
As we exited, my husband shared with the manager what he had observed and w
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
hy we were leaving. No matter how great the food, the specialties from oven baked bread to early bird specials, good customer service and great value from pricing to fo
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
d quality, it is not worth becoming ill due to e-coli and salmonella contamination. This local small business restaurant just lost over $1,200 annually from our custo
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
mer loyalty.
The manager did apologize several times and said he would address this lack of customer service. However, his apologies did not make up for what we experi
The manager did apologize several times and said he would address this lack of customer service. However, his apologies did not make up for what we experi
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
enced. Our loyal patronage was challenged by the actions of a employee. The end result was over $1,200 annual hit to the bottom line for this small business. And more
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
importantly being an executive business coach who works to improve performance using the KASH
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
Box for Sustainable Change model, I knew that this employee was not going to change his bad hygiene attitudes and habits.
Scenario Two
Recently, I had to h
Scenario Two
Recently, I had to h
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
ve oral surgery to extract a broken upper molar. My dentist of 30 years made a recommendation to a local oral surgeon. I made an appointment. The customer service fro
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
m scheduling the appointment to the actual extraction was good.
However, what built customer loyalty was the oral surgeon calling me that evening and asking how I was?
However, what built customer loyalty was the oral surgeon calling me that evening and asking how I was?
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
He knew that his people did their jobs, but he wanted to make sure that his customer service skills were on target. This surgeon's personal phone call not only surpris
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ed me, but created almost instantaneous customer loyalty.
I have personally recommended his service to over 10 people in the last 2 weeks. And I know of at least one p
I have personally recommended his service to over 10 people in the last 2 weeks. And I know of at least one p
.
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
rson making a call to schedule an appointment resulting in at least $1,000 increase to his bottom line.
Customer loyalty can never, ever be taken for granted. Continu
Customer loyalty can never, ever be taken for granted. Continu
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
ally training employees, monitoring their behaviors even in the restroom and developing a high performance culture will increase the achievement of your strategic goals
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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