From when they first enter your website, to placing an order through a sales rep, to using technical support when setting up a new system — every time a scientist interacts with your company a branding opportunity presents itself. A dedicated customer experience program has a formal strategy to engage and satisfy, not merely serve. […]
The customer experience of a life science brand can begin before a customer makes a purchase or interact with a sales representative at a conference. Many different marketing materials could be the first touchpoint a customer has with your brand: catalogs and pamphlets sent to department mail boxes, downloadable product guides, or online ads about […]
Recently we released our report, Maximizing Sales Rep Effectiveness for the Life Sciences. The report was based on a survey of almost 1,000 life scientists from around the world at both academic and pharma/biotech accounts. Our clients use this report in a variety of ways – from sales training to benchmarking the performance of their […]
In an online, interconnected world, where product info, reviews, and recommendations are available anytime, anywhere with a few keystrokes or a swipe on phone screen…what’s the role of a sales representative? In many aspects, online ordering and product information gathering are preferred, and (in some cases) are even the optimal path for consumers wanting to […]
Scientists often claim to be rational in their purchase decisions and consider only price, availability or quality. But for more than 20 years we at BioInformatics LLC have argued that brand awareness, perceptions and loyalty have a very influential role in scientists’ decisions about which instruments and consumables they will purchase for their labs.
The results showed an overwhelming number of both academic and industrial researchers across all geographic regions agreed
Greater opportunities for customers to contact suppliers can help strengthen the customer – supplier relationship.
As presented here, the brand health and trends analysis for “all suppliers” takes the pulse of the leading life science instrumentation supplier brands and provides a baseline for supplier specific comparisons.
Most life science researchers spend much of their time searching for, creating and organizing data and information. The results of this survey confirm not only that scientists consume information from many different sources, but also that they do so via multiple platforms — desktop/laptop, smartphone and tablet — throughout the day.
Smart companies continually evaluate customer reactions to multiple touchpoints so that they can offer the kind of experience that inspires customers to want to come back.
