Creating a Customer-centric Culture
We defined customer-centric management practices for an affiliate of a global Pharma company
Our client was a multinational biotechnology company which was committed to improving the customer experience (CX) it delivers to patients and healthcare professionals
The organisation had recently purchased a license for a state-of-the-art ‘voice of the customer’ (VoC) platform which it wanted to use around the globe to listen to customers’ feedback and act on it
However, our client did not have experience of rolling-out such a system and effectively embedding it in the business as part of a wider CX measurement and management capability. They asked PEN to assist with this task
We worked closely with the client team responsible for rolling out the VoC platform to develop a detailed implementation guide
The guide was designed to be used by the person responsible for the roll-out in each region, and it took them step-by-step through the process from start to finish. The stages covered included:
We helped our client to initiate the implementation in their French affiliate, working closely with the senior management team
At the end of the engagement, our client was clear on the approach they needed to take to successfully start measuring and managing the customer experience, and they were vastly more confident in their ability to make full use of the VoC system they had purchased
The guide ensured the implementation would be consistent across different regions, which enabled the leaders in each region to collaborate and learn lessons from one another