\ud83d\udcca In 2017, Bain & Company discovered that 40% of healthcare professionals’ brand preferences extend beyond the product, influenced by customer experience (Cx).
\ud83d\ude80 The latest Navigator365\u2122 Cx Benchmark research reveals that Cx can influence brand preference by up to 83% for promoters, with variations across disease states and treater types.
\ud83d\udcc8 Disease states like Asthma boast high Net Promoter Scores (NPS), such as 73, while others like HIV, CML, and SMA trail with scores ranging from 29 to 33.
\ud83d\udc69\u200d\u2695\ufe0f Treater types also play a significant role, with HIV-infectiologists scoring 72 compared to HIV-internists at 33.
\ud83d\udcaa To boost NPS, companies should prioritize both brand-related factors and Cx.
\ud83c\udf1f Interestingly, higher-scoring respondents often credit their ratings to Cx-related factors, offering a prime opportunity for experience enhancement.
\ud83d\udd0d Older brands struggling against newer, superior products face dual challenges in brand and experience.
\ud83d\udca1 Crucially, brands must first match competitors in terms of efficacy and essential attributes before optimizing Cx to achieve a high NPS.
\ud83c\udfc6 In conclusion, customer centricity is a winning strategy in healthcare, but finding the right balance between brand attributes and Cx factors is key.<\/p>\n\n\n\n
<\/p>\n\n\n\n \ud83d\udcca In 2017, Bain & Company discovered that 40% of healthcare professionals’ brand preferences extend beyond the product, influenced by customer experience (Cx). \ud83d\ude80 The latest Navigator365\u2122 Cx Benchmark research reveals that Cx can influence brand preference by up to 83% for promoters, with variations across disease states and treater types. \ud83d\udcc8 Disease states like … <\/p>\n![\"\"](\"https:\/\/whitelab.fr\/wp-content\/uploads\/2024\/01\/1701791354523-1.jpg\")
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