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Marketing Focus – 1. IT’S TIME – TO GET SERIOUS ABOUT SERVICE 2.CONNECTED, NOT ENGAGED – COULD BE OUTRAGED 3. ELASTICITY-PRICES: DEMAND OR LOYALTY? 4. CUSTOMER SERVICE SKILLS UNSHACKLED
1. IT’S TIME….TO GET SERIOUS ABOUT SERVICE Key takeouts from the proceedings and revelations of the Australian finance sector Royal Commission are that the conduct of, “Customer First,” and similar service initiatives is superficial, lacks delegated authority for front-line providers to deliver the promises, and is not reflective of a true, underlying corporate culture of…
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We are Judged Within Seven Seconds of Meeting Somebody
We are head down, tail up, working our way through a pile of prescriptions across the day, striving to use the skills that we are famous and respected for. Some of the people waiting for scripts will be people we already know. Others will be brand new patients, who we are engaging with for the…
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“Recommendation Prescriptions”
How many times in an average day would you discuss a minor ailment with a patient? Do you aim for a quick sale, or do you really engage and help with meaningful solutions? What about considering your own “script pad” with your name and pharmacy details imprinted, and on which you list your solutions, in…
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Marketing Professional Services – Tactics & Strategies
Pharmacists are slowly coming to grips with the provision of professional services and are fleshing out suitable business models very cautiously. In part, this caution arises out of a sense of uncertainty because of the culture change that has to be embraced in converting what was previously an unstructured service (provided free of charge) to…
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Have we lost our therapeutic gaze?
How often do we listen quickly to a request, or to a brief description of some symptom picture? Do we really give our patients our 100% focus, and dismiss the temptation to avert our gaze from that patient in front of you to catch the attention of another person? I hear similar things from patients…
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Marketing Focus – 1. CORRECTION 2. CHANNELLED MESSAGING 3. MONEY-BACK IS NO GUARANTEE 4. IF ONLY I KNEW … TO NEVER SAY NO TO NEW 5. THE DEATH OF SHOPPING CENTRES
1. CORRECTION. It is a defining term. The two major corrections in share markets around the world in the first 9 days of February were timely reminders that a haemostatic process is innate and applicable to many aspects of commerce, society, politics, life and ecology. Correction does not equate to, or imply that there is…
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Pharmacy Professional Services – the Willingness to Pay
A recent study published by ScienceDirect discusses values of pharmacy professional services and the willingness to pay by consumers. The study was based on literature reports that specifically noted a willingness to pay a community pharmacist and had value established using the method described as Contingent Valuation Method (CVM). Some analysts have used the study…
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MARKETING FOCUS -1. 2017 HAS BEEN A CHALLENGING TIME 2. BREAK FROM THE HERD 3. UNQUALIFIED SATISFACTION 4. UNTHINKING ARROGANCE 5. VALUE COMES AT A COST 6. THE GREAT DIVIDE – THE UNITED STATES OF AMERICA
1. 2017 HAS BEEN A CHALLENGING TIME Another year is about to conclude. It has been a challenging time. 2017 has seen numerous business floored, and highlighted the flaws of many others. A lack of true, integrated strategic plans, inflexibility, poor malleability and out-dated, expensive business models have contributed to contracting sales, squeezed margins and inadequate…
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Prime Air – The Amazon Solution for Internet-ordered products is not quite ready for take-off
Amazon has invested time and money to speed up its shipping services. It has algorithms that anticipate a client order, ultra-efficient robots that pick items from warehouses, and even a service titled Prime Now that delivers allowable items to your doorstep, just hours after you order them. Amazon’s primary focus appears to be to market and control totally an…
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Please give me eye contact!
It what seems obvious findings, patients prefer their doctors to be engaging in conversation, and to ignore any online screens. As electronic medical records become more common, it’s not unusual for doctors to enter data into a computer as they talk with their patients. Doctors seeing patients for the first time, when trying to build…