Desired Customer Experience™

There are unique challenges in reaching and informing patients and providers in the areas of rare disease, oncology, vaccines, and specialty products. Today’s specialized products serve patient groups that each have their own patient journey, differing levels of advocacy and support, and some of those patients have all but fallen out of the medical system for lack of available treatments.

And what about the provider who has never used a treatment like yours? They may have their business model challenged because your product is supplied or dispensed differently or its administration is different from what they are accustomed. How are you going to reach these providers and enable them to incorporate your product into their practice?

The Desired Customer Experience™ is a customer-centric approach to product commercialization. It is a cross-functional effort that identifies the key components needed to ensure customers (patients and providers) have the best possible experience in obtaining and using your product.

See our article about Desired Customer Experience™ here.

Is your organization aligned with a vision of what the entire customer experience is to be for your product?

The Desired Customer Experience™ is customized for each product and each market. It strategically identifies and integrates the appropriate support pillars so that patients and providers have uninhibited access to your new product.

A Customer Experience Plan is critical to developing launch imperatives, a viable launch plan, and a clear definition of "launch readiness" for your organization.