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

Take my drug switching survey

Drug switching (aka therapeutic substitution) occurs when your pharmacist, health plan or health insurer gives you a drug that is different from the one that your doctor prescribed. Switching from a brand name drug to its chemically equivalent is generic substitution and is generally allowed by law. However, switching to a drug that is not … Continue reading

Patients and doctors not the only ones hurt by prior authorizations

Apparently prior authorizations may not just be hurting physicians and denying physician-recommended treatment to their patients. A blog posted by the Redheaded Pharmacist (a retail pharmacist who is redheaded) pointed out that prior authorizations are causing retail pharmacists to spend more time and do more paperwork for prior authorizations and that the PA’s were for … Continue reading

Branded Drugs Hold No Consumer Loyalty

Why is it that branded drugs hold no consumer loyalty? Oh, sure, people know some drug brands, like Viagara and Pavix. But, as soon as a branded drugs comes off patent, consumers storm towards the generic. The initial generic drug to enter the market is usually priced at 75% of that of its branded competitior … Continue reading