Скачать с ютуб Omnichannel strategy in pharma starts with a straightforward CX Culture в хорошем качестве

Omnichannel strategy in pharma starts with a straightforward CX Culture

In an omnichannel strategy, we often spend too much time on the micro approach before establishing a macro approach. The micro approach is tunnel vision on the nitty-gritty details of the different channels, the content approvals, the campaigning, the data collection... Obviously, these are essential parts of how an omnichannel works. 👁‍🗨 But everything should start with a CX Culture. ❓ What is the experience you want to create? A CX culture is a simple and stupid summary of how every interaction should be with HCPs. It should be so simple that even your boss can remember it 😂 How to achieve this? 1. define the moments of truth 2. understand the HCP's expectations in those moments 3. map out the aspirations HCPs may have With all that information, you identify the 3 words that you will ensure in every interaction. That's the macro approach we often miss while we struggle to choose our micro options. Christophe keynote speaker on the future of health business #omnichannel #omnichannelmarketing #multichannel #multiculturalmarketing #pharma