A key driver of brand performance is the ability to optimize customer engagement to enhance customer experience. Whilst our clients have ample data, many will often lack the time, resources, tools, or expertise to thoroughly analyze and interpret this data to extract meaningful and actionable insights which they can leverage to drive impact.
Gaining insights into how physicians perceive their interactions with your team is among the most valuable pieces of insights a brand can receive. Frequently, we observe misalignment between the types of conversations and content that is being sought by healthcare professionals (HCPs), and what is actually being delivered by pharmaceutical field teams.
At STEM, we are in the unique position to observe these HCP interactions as they happen, and get immediate post-call feedback from the customers about their experience. This enables us to provide our clients with in-depth insights and recommendations to enhance the experiences that customers have in every future conversation.
It’s much more than just monitoring in-call KPIs. We explore the mindset that drives field team behavior and highlight the DNA of the most successful interactions.
We analyze data to showcase strengths to build on, opportunities to improve, and identify any root causes that are holding teams back.
Finally, we provide recommendations and support our clients with action plans to course correct and accelerate performance.
We collect immediate post-engagement customer experience feedback to ascertain exactly what HCP’s value, find impactful, what they want more of, and how they think future engagements could be further improved.
Our unique approach gives us both context and the connection to be ideally positioned in making this customer feedback request.
We connect data on alignment, mindset, execution, and impact.
We provide a holistic view on how to enhance every step of the customer journey, elevate the overall customer experience, and ultimately highlight how to drive your brand performance to new levels.
Our CEO, Dermot Kenny explains the importance of gaining insights to optimize your customer engagement.
Do you want to understand what success looks like?
Would you like to enhance and optimize every customer experience and engagement?
