{"id":7567,"date":"2022-08-11T10:00:00","date_gmt":"2022-08-11T10:00:00","guid":{"rendered":"https:\/\/www.rednovius.com\/?p=7567"},"modified":"2022-12-22T16:09:14","modified_gmt":"2022-12-22T16:09:14","slug":"ex-customer-experience","status":"publish","type":"post","link":"https:\/\/www.rednovius.com\/ex-customer-experience\/","title":{"rendered":"How EX Empowers Pharma Customer Experience"},"content":{"rendered":"\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/i0.wp.com\/www.rednovius.com\/wp-content\/uploads\/2022\/06\/How-EX-Empowers-Customer-Experience-CX_2.png?resize=1024%2C683&#038;ssl=1\" alt=\"How EX Empowers Customer Experience (CX)\" class=\"wp-image-7588\" srcset=\"https:\/\/i0.wp.com\/www.rednovius.com\/wp-content\/uploads\/2022\/06\/How-EX-Empowers-Customer-Experience-CX_2.png?resize=1024%2C683&amp;ssl=1 1024w, https:\/\/i0.wp.com\/www.rednovius.com\/wp-content\/uploads\/2022\/06\/How-EX-Empowers-Customer-Experience-CX_2.png?resize=300%2C200&amp;ssl=1 300w, https:\/\/i0.wp.com\/www.rednovius.com\/wp-content\/uploads\/2022\/06\/How-EX-Empowers-Customer-Experience-CX_2.png?resize=768%2C512&amp;ssl=1 768w, https:\/\/i0.wp.com\/www.rednovius.com\/wp-content\/uploads\/2022\/06\/How-EX-Empowers-Customer-Experience-CX_2.png?resize=900%2C600&amp;ssl=1 900w, https:\/\/i0.wp.com\/www.rednovius.com\/wp-content\/uploads\/2022\/06\/How-EX-Empowers-Customer-Experience-CX_2.png?w=1200&amp;ssl=1 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" data-recalc-dims=\"1\" \/><\/figure><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"has-text-align-center wp-block-heading\" style=\"font-size:46px\">Optimizing the pharma customer experience with EX<\/h2>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>In the quest to deliver <strong><a href=\"https:\/\/www.rednovius.com\/customer-centric-approach-in-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">seamless CX<\/a><\/strong> (customer experiences), pharma companies can achieve 1.8 times faster revenue growth. How? It is time to make EX (employee experience), or employee experience, a priority within your strategy. <\/p>\n\n\n\n<p>Pharma is a complex buyer&#8217;s collective. It crosses patients, <a href=\"http:\/\/rednovius.com\/more-data-less-time-3-new-ways-to-approach-hcp\/(opens in a new tab)\"><strong>healthcare professionals<\/strong><\/a> (HCP), experts, and influencers. Employees have an important role in the customer journey. After all, their experience within the organization has a direct impact on the kind of <strong><a href=\"https:\/\/www.rednovius.com\/customer-centric-approach-in-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">CX delivered<\/a><\/strong>.<\/p>\n\n\n\n<p>The first step must be for customers to identify their pain points. Specifically discovering where they most need guidance and <strong><a href=\"https:\/\/www.rednovius.com\/top-online-channels-for-hcp-education\/\" target=\"_blank\" rel=\"noreferrer noopener\">educational content<\/a><\/strong>.<\/p>\n\n\n\n<p>Relationships and trust are mandatory for success. Thus, the networks developed and nurtured by each employer are valuable to the company.<\/p>\n\n\n\n<p>Employees\u2019 expertise and satisfaction can help optimize the <strong><a href=\"https:\/\/www.rednovius.com\/digital-natives-hcp-a-successful-engagement\/\" target=\"_blank\" rel=\"noreferrer noopener\">stages of the journey<\/a><\/strong>. They are critical to enabling a more productive and efficient customer progression down the funnel, from drug development to prescription or acquisition.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-text-align-center wp-block-heading\" style=\"font-size:46px\">EX or CX: Where to begin?<\/h3>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>According to the results of research conducted by Forbes and SalesForce, 70% of executives agree that placing EX as a priority has a direct positive impact on <strong><a href=\"https:\/\/www.rednovius.com\/customer-centric-approach-in-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">CX improvement<\/a><\/strong>. Therefore, pharma companies need to start by improving the employee experience. This will optimize the customer experience and lead to revenue growth.<\/p>\n\n\n\n<p>This same research concludes that <strong><a href=\"https:\/\/www.rednovius.com\/customer-centric-approach-in-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">great CX fuels<\/a><\/strong> revenue growth. This statement is supported by 54 percent of executives at sales leaders.<\/p>\n\n\n\n<p>The majority of revenue-growth companies &#8211; 89% &#8211; agree that better EX results in better CX.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center\"><strong>Did you know that marketers who use <a href=\"https:\/\/www.rednovius.com\/video-marketing-in-pharma-is-growing-see-5-ideas-for-your-brand\/\" target=\"_blank\" rel=\"noreferrer noopener\">video content<\/a> grow revenue 49% faster than non-video users (WordStream)?! Don\u2019t stay behind! Start sharing snackable <a href=\"https:\/\/www.rednovius.com\/book-expert-session\/\" target=\"_blank\" rel=\"noreferrer noopener\">PubVisual videos<\/a> with your medical professionals <a href=\"https:\/\/www.linkedin.com\/company\/rednovius\/\" target=\"_blank\" rel=\"noreferrer noopener\">today<\/a>!<\/strong><\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The latest statistics and conclusions highlight several major benefits besides quick revenue growth. Some of them include:<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul><li>Loyalty increases for both employer and customer;<\/li><li>Evolving, agile and reactive teams that embrace <strong><a href=\"https:\/\/www.rednovius.com\/omnichannel-engagement-and-its-impact-on-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">technological advances;<\/a><\/strong><\/li><li>Organizational improvement in digital transformation adoption; and<\/li><li>Full alignment between <strong><a href=\"https:\/\/www.rednovius.com\/omnichannel-engagement-and-its-impact-on-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer journeys<\/a><\/strong> and business goals. <\/li><\/ul>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"has-text-align-center wp-block-heading\" style=\"font-size:44px\">Planning the strategy: Key points for pharma<\/h4>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\" style=\"font-size:34px\">1) Shared value<\/h5>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It&#8217;s vital to have both employees&#8217; and <strong><a href=\"https:\/\/www.rednovius.com\/healthcare-provider-engagement-what-to-consider-in-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">customers&#8217; experiences<\/a><\/strong> improvement as important goals to achieve. Pharma companies must align them together to achieve sought-after revenue growth.<\/p>\n\n\n\n<p>So, they must identify a shared value proposition between employees, customers, and businesses. Then, combine them into not only a <strong><a href=\"https:\/\/www.rednovius.com\/2022-best-marketing-strategy-looking-back-to-move-forward\/\" target=\"_blank\" rel=\"noreferrer noopener\">positive experience<\/a><\/strong> but also a valuable and meaningful one.\u00a0<\/p>\n\n\n\n<p>With the proposition in place, we have the starting point of a strategy that benefits all stakeholders. This enables fit-to-size tactics for a clearer notion within the decision stage.&nbsp;<\/p>\n\n\n\n<p>The shaping of operational strategy to <strong><a href=\"https:\/\/www.rednovius.com\/customer-centric-approach-in-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">enhance CX<\/a><\/strong> is seen as the best way to boost revenue. 66% of executives at high-EX companies agree, as do 43% of executives at average or below-average EX companies.<\/p>\n\n\n\n<p>A common pain point for an employee is also one of the customers&#8217; concerns that need addressing or solving. By being present at the right time with tailored content and\/or personalized solutions, pharma companies can increase trust, satisfaction, and loyalty on both ends.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\" style=\"font-size:34px\">2) Expertise advantage<\/h5>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Creating journey teams that have EX and <strong><a href=\"https:\/\/www.rednovius.com\/customer-centric-approach-in-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">CX skills<\/a><\/strong> allows for a better knowledge of the customer. It also opens the doors to possible routes while eliminating misalignment possibilities.\u00a0<\/p>\n\n\n\n<p>Aligning employee and customer needs is a crucial part of the strategy&#8217;s success. So, integrating data-driven insights into the mix is a must. This is so the teams can better<a href=\"http:\/\/rednovius.com\/more-data-less-time-3-new-ways-to-approach-hcp\/\"> segment their audiences<\/a> through further tailored optimization. <\/p>\n\n\n\n<p>Therefore, structuring incentives around CX and EX will present improvements for both. 46% of executives at CX leaders agree, as do 43% of executives at average or below-average CX companies.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\" style=\"font-size:34px\">3) Touchpoints and mapping<\/h5>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Understanding the connected pain points of employees and customers combined with <a href=\"https:\/\/www.rednovius.com\/more-data-less-time-3-new-ways-to-approach-hcp\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>data-driven insights<\/strong><\/a> is essential.<\/p>\n\n\n\n<p>With that, journey teams can see the bigger picture. They can identify the major touchpoints, causes, and solutions where interactions matter most.<\/p>\n\n\n\n<p>The 360\u00ba view enables further mapping of the stages of the customer journey, from beginning to end. It also clarifies the roles played by each member in both EX and CX optimization. Collaboration is key, with the same mindset running across the whole organization.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center\"><strong>Did you know that emails with the word &#8220;<a href=\"https:\/\/www.rednovius.com\/video-marketing-in-pharma-is-growing-see-5-ideas-for-your-brand\/\" target=\"_blank\" rel=\"noreferrer noopener\">video<\/a>&#8221; on the subject have a 7% higher open rate, than emails without (Social Media Week)?! Need snackable educational medical animations to share? <a href=\"https:\/\/www.linkedin.com\/company\/rednovius\/\" target=\"_blank\" rel=\"noreferrer noopener\">Start today<\/a> with <a href=\"https:\/\/www.rednovius.com\/book-expert-session\/\" target=\"_blank\" rel=\"noreferrer noopener\">PubVisual<\/a>!<\/strong><\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\" style=\"font-size:34px\">4) Experiences and vision alignment\u00a0<\/h5>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Throughout departments, everybody must be on board and focused on the enhancement of EX and CX to add value to the business. Improvement is possible through organized employee and customer management within a <strong><a href=\"https:\/\/www.rednovius.com\/omnichannel-engagement-and-its-impact-on-pharma\/\" target=\"_blank\" rel=\"noreferrer noopener\">well-planned operational strategy<\/a><\/strong>.<\/p>\n\n\n\n<p>Teams that are aware of their worth and contribution are more productive and have higher levels of satisfaction. Employee satisfaction means <strong><a href=\"https:\/\/www.rednovius.com\/digital-natives-hcp-a-successful-engagement\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer satisfaction<\/a><\/strong>.\u00a0<\/p>\n\n\n\n<p>Reaching the perfect alignment might be complex. But it\u2019s also rewarding, with benefits to all parties involved in the process and faster revenue growth for the business.<\/p>\n\n\n\n<p>It\u2019s important to underline that 65% of executives have indicated that CX will be among their top 5 priorities within the next three years.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"has-text-align-center wp-block-heading\" style=\"font-size:44px\">Conclusions<\/h4>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Among the best ways to improve EX, the research conducted by Forbes and SalesForce concludes the following with one survey:<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul><li>Setting the right tone at the top (39%);<\/li><li>Having more flexible employee work-from-home policies (36%);<\/li><li>Ensuring that the workplace is a safe environment (34%);<\/li><li>Treating employees&#8217; needs compassionately (32%).<\/li><\/ul>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>In pharma, <strong><a href=\"https:\/\/www.rednovius.com\/top-guidelines-for-pharma-marketers-email-marketing-in-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">relationships are everything<\/a><\/strong>. Each employee is an important piece with a specific role to play in the customer journey. They have a direct impact on the CX.\u00a0<\/p>\n\n\n\n<p>Using a shared value proposition helps enhance segmentation and personalization. It also clarifies the stages and major touchpoints. Through this, the interactions become <strong><a href=\"https:\/\/www.rednovius.com\/top-guidelines-for-pharma-marketers-email-marketing-in-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">timely and meaningful<\/a><\/strong>.&nbsp;<\/p>\n\n\n\n<p>With the journey mapped out, the most suitable tactics can be put into place within an ongoing, <strong><a href=\"https:\/\/www.rednovius.com\/pharma-marketing-3-patient-motivated-changes\/\" target=\"_blank\" rel=\"noreferrer noopener\">reactive approach.<\/a><\/strong> For the most part, it&#8217;s a combo of teams\u2019 skills and expertise with data-driven insights.<\/p>\n\n\n\n<p>A 360\u00ba strategy that has its starting point in EX improvement, enables trust-building and an increase in loyalty from both ends. We mean it for both employees and customers.\u00a0<\/p>\n\n\n\n<p>This also feeds the wheel to complete the buyer&#8217;s journey full circle from drug development to prescription or acquisition. <\/p>\n\n\n\n<p>The complex buyer collective is at center stage. Thus, pharma teams need to <strong><a href=\"https:\/\/www.rednovius.com\/2022-top-guidelines-for-hcp-engagement\/\" target=\"_blank\" rel=\"noreferrer noopener\">communicate effectively<\/a><\/strong> and add value to each interaction.\u00a0<\/p>\n\n\n\n<p>Pharma must deliver the right communication at the right time. This leads to boosting customer satisfaction by prioritizing employee satisfaction. Happy employees, <strong><a href=\"https:\/\/www.rednovius.com\/healthcare-trends-for-patient-engagement-in-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">happy customers<\/a><\/strong>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the quest to deliver seamless CX to the audiences, pharma companies can achieve 1.8 times faster revenue growth&#8230;<\/p>\n","protected":false},"author":2,"featured_media":7588,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"footnotes":""},"categories":[57,60,58,51,56],"tags":[268,22,267,270,271,265,269,266,275,273,274,272,32,86],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How EX Empowers Pharma Customer Experiences | RedNovius<\/title>\n<meta name=\"description\" content=\"To deliver a seamless pharma customer 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