How can you have customer service if you don’t know who your customer is?

JD Power just recently put out its report on customer service, “Achieving Excellence in Customer Service: The Brands That Deliver What U.S. Customers Want” (you can get a copy from JD Power by filling out their form here). The report identifies 40 Customer Service Champions: 2011 Customer Service Champions represent a variety of different industries, from … Continue reading

Pain lozenges and off-label marketing

So, what do pain lozenges and off-label marketing have in common? The answer is Cephalon’s Fentora — which “is used to treat breakthrough pain in adult patients with cancer (18 years of age and older) who are regularly using other opioid pain medicines around-the-clock for their constant cancer pain”. The problem, according to the US … Continue reading

Insurers dictate healthcare treatment

While the payment of doctors to act as spokespeople raises red flags amongst the public, who’s really influencing physician prescribing habits? Is it the pharmaceuticals? Certainly, the money trail laid out by ProPublica (see previous blog) would seem to indicate that. However, the Tufts Center for the Study of Drug Development (2008 Outlook report) found that … Continue reading

Drugs Like Cars

The pharmaceutical industry and the car industry are very similar in the way they sell. They both sell their goods like they did a hundred years ago — through salespeople: one in a showroom; the other going door-to-door pestering doctors (or if you will, going town to town selling snake oil) … and both types … Continue reading