Posts Tagged ‘customer experience’

Think about the last time you bought a vehicle. You probably had an idea of what you wanted and what you needed it for: better gas mileage, greater towing capacity or (in my case) additional room for a car seat. Odds are that you weren’t the first to test-drive it. Maybe the person before you […]

If you and the functional leaders of your company independently evaluated your customer experience (CX) strengths and weaknesses, do you think your perceptions would be the same? Based on our research, you’d probably agree on 74% of the issues. However, the 26% where you have differing opinions may be the difference between a good and […]

This is the second post in a series about applying customer experience (CX) principles to life sciences. In the first post, I discussed a critical underpinning concept for the blog series related to how “customers” are defined in life sciences. Here’s a quick recap: Since patients don’t typically buy their medications or medical devices directly […]

My colleagues in Perficient Digital, Perficient’s in-house digital agency, recently published a fantastic guide about customer experience (CX). While the guide focuses primarily on retail customers, a lot of the advice it contains can be quite helpful for life sciences, so I thought I’d take a stab at translating it for you. Now, in full […]

Now that July is here, I thought it would be neat to look back at what our readers found most interesting last month. Below are the top five blog posts Perficient’s life sciences practice wrote in June – they’re ranked in order of popularity, with number one being the most viewed piece. What Exactly Is An “Adverse […]

Back in 1999 (the year that Whole Foods opened its 100th store), Amazon invested heavily in a grocery delivery startup called HomeGrocer. Sales peaked at $1.5 million per day, but unfortunately HomeGrocer couldn’t stay fresh past the dot-com expiration date. Eighteen years later, two of the most iconic brands in the modern era may join […]

In the previous five posts in this series, I’ve taken you on a little journey designed to help you improve your relationship with your clinical sites, thereby boosting their performance and reducing your costs. In this, the final post in the series, I’ll summarize the key takeaways and offer up some additional resources to help […]

If you haven’t read the previous posts in this series, be forewarned that this week’s post might be a little hard to follow, as it assumes you have all of the context from the series to-date. Still, I encourage you to dive in, and I’ll do my best to connect all of the dots for […]

In the previous posts in this series, I’ve explained why you should consider clinical sites as your “customers,” and what customer experience (CX) methodology is and how it’s used. In this post, I’ll explain how the methodology applies to clinical sites and how the insights it provides can help improve site relationships. With the notion […]

In the previous posts in this series on improving relationships with clinical sites, I discussed why it’s beneficial to think of your clinical sites as your customers so that you can use customer experience (CX) methodology to improve those relationships. In this post, I’ll explain what CX methodology is and why it matters. At its […]

Earlier this year, Duke University and the United States Food and Drug Administration (FDA) published a jointly conducted study focused on principal investigator (PI) retention. After surveying 201 PIs, they confirmed the industry’s suspicion that PI turnover is a serious issue: 54.2% of respondents reported that they completed a single clinical trial and then stopped. […]

Clinical trials are the biggest expense in the drug development process, and there are myriad systems out there designed to reduce operational costs. In fact, Perficient implements, integrates, and hosts several of them. But, what we are seeing now in the life sciences industry is a growing awareness of front-line operations; that is, an interest […]