life science customer service and technical support

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 […]

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.