Omnichannel: Have we got it right?
Dec 19, 2023
Despite the potential of omnichannel, levels of customer satisfaction and brand loyalty in Pharma remain disappointingly low.
Key learnings include:
• “Quality over quantity” approach: Align customer touchpoints across brands to equip your field force with insights on next-best-action
• Behavioral and attitudinal data: Generate customer insights that will improve the way we personalize and segment content to customer groups
• Adopt innovative tools: Invest and explore the potential of AI, NLP and social listening to build deeper customer profiles, listen to their needs and adapt your strategy to deliver
• See beyond clicks and impressions: Identify what long-term KPIs holistically capture the quality of outreach and engagement