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Session 7A: Consistently Delivering the Experience Desired by Your Customer
Session Chair(s)
Rania Gaspo, PhD
Director, Global Therapy Area Team Lead, External Medical Communications, Pfizer Inc, Canada
Pete Guillot, MBA
CEO and Founder, Centerfirst, United States
Delivering on your customer’s desired experience is a combination of knowing what your customers expect from interactions, developing communication in a format that meets those expectations, and continuously measuring and improving the communication itself. Three experts from within our industry will host a dialogue on how to consistently deliver the experience that is desired by your customer.
Learning Objective : At the conclusion of this session, participants should be able to:- Develop a clear understanding on how to determine your customer’s desired experience
- Determine specific strategies and tactics for creating the experiences your customer wants
- Speak with patients in a style, format, and vocabulary that appeals directing to their interests and needs
- Identify what your pharmacist customers desire from interaction and exactly how to deliver on their expectations
Speaker(s)
Dawn Kirspel
Vice President, The Center For Client Retention, United States
Creating Memorable Customer Experiences
Elizabeth M. Chebli, PharmD
Associate Director, Medical Services Center, Bristol-Myers Squibb, United States
Universal Patient Language: Communicating Complex Topics to Patients
Elizabeth Turcotte, MBA
Director, Patient Hub, Bristol-Myers Squibb, United States
Speaker
Jung Lee, PharmD
Senior Director, Global Medical Content Strategy, AstraZeneca, United States
Where do Pharmacists Really Go for Information? Results from a PhactMI Survey
Panel Discussion
, All Session Speakers, United States