GfK Healthcare May 2011
	The New Realities of Building Customer Loyalty – Adapt or Retreat With evolving ways to engage customers, greater focus on their online behavior and new ways to optimize their impact, discover the tools to help you adapt. Free Educational Webcast Wednesday, May 25 2:00 – 3:15 p.m. EST Save the Date Now that top pharmaceutical, biotechnology and medical/surgical device companies are embracing a stronger customer focus, emerging challenges require improved skill sets and harder metrics to create understanding of how customer experience impacts customer behavior and engagement. While the industry is adapting with greater use of nonpersonal channels, such as online communications, to bridge the gap between customers' needs and the ability of traditional channels to meet them, a two-fold dilemma exists: The online resources pharmaceutical companies have developed are not the first place physicians turn to, and traditional survey research methods are not accurate enough to tease out where physicians actually go for information. What’s more, companies that have achieved the most impact with their customer loyalty programs are focusing on the total customer experience rather than a simplistic, one-dimensional view of what drives customer loyalty. What can you as a health care marketer or customer experience executive do to respond to the new realities? You could either seize the day and embrace the new customer loyalty dynamic or walk away and leave a major opportunity untapped. Mark May 25 on your calendar for this webcast and: Discover how successful customer-centric companies in and outside health care are harnessing online communications and using increasingly sophisticated approaches to tease out the drivers of customer loyalty Gain an understanding of how to demonstrate the positive business impact that results from these strategies Learn how other industries are measuring and managing the total customer experience Adapt or retreat – the choice is simple. Take your customer loyalty program to a new level by leveraging proven metrics and exploring new methods to help you prioritize efforts that have the greatest impact on the customer experience. After the presentation, you’ll be able to interact with our experts during a live Q&A session. Join us on May 25.

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