Abstract
Overview
To build enduring loyalty, life science suppliers must constantly exceed
customer expectations. Customer Satisfaction & Loyalty in the Life
Sciences: Boosting Profit Through Exceptional Service & Support examines
in detail what elements of customer service and technical support influence
the customer' s experience and drive customer satisfaction and loyalty. This
report will enable suppliers to benchmark their performance against their
direct competitors in key segments and identify areas of strength and also
where improvements can be made in their service offerings.
Customer Satisfaction & Loyalty
For this report, we surveyed over 1,000 scientists from around the world to
measure their overall satisfaction with life science brands. Loyalty to your
brand accrues each time a customer has a positive experience while ordering
products from you. As scientists' levels of satisfaction grow higher, their
brand loyalty continues to grow. In essence, the more often customers interact
with your brand, the more chances you have of ensuring their loyalty.
Customer Engagement
A highly engaged customer is not only more likely to purchase from you again
but also to recommend your products to colleagues. We looked at which brands
currently have the most highly engaged customers and what aspects of the
purchasing experience are most likely to increase a customer' s level of
engagement. In order to delve more deeply into customer engagement, we
assessed:
- Customer perceptions of leading brands
- Overall satisfaction with life science brands
- Repeat customer potential of leading brands
- Brand promotion opportunities
Meeting Your Customers' Service and Support Needs
The sales process does not end with the purchase. In fact, postsale customer
interaction is key to creating repeat business. A poor service or support
experience can turn even the most highly engaged customer into a detractor.
This report identifies which products are most likely to require service
and/or support, as well as the most common reasons for customers to request
help, so that you can train your staff to be prepared. In addition we looked
at the frequency with which customers would like to interact with your company
representatives so that you will be equipped to strike the right balance and
improve the satisfaction levels of your customers.
From the customer' s perspective, a purchase initiates a relationship.
Scientific customers, especially those using highly specialized products,
usually want and need an ongoing relationship with their supplier' s customer
service and technical support staff. We identify how you can effectively train
your service and support personnel in order to improve your customer service
offerings. Most often, the support staff of your company is the final contact
with a customer. Find out how to avoid leaving a lasting bad impression.
In Customer Satisfaction & Loyalty in the Life Sciences: Boosting Profit
Through Exceptional Service & Support, we reveal the secrets to increasing
your brand' s profitability by creating highly satisfied customers who are not
just loyal to your products but also have an emotional attachment to your high
level of service and support.
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