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Importance of Listening to the “Voice of the Customer” Evanna Payen   (Jan 22, 2018)

When a consumer depends on something important - test results, medication, medical advice - they often feel vulnerable or anxious about the next step in the process. Suddenly, a routine customer service interaction, such as a question about shipments, becomes another potential point of anxiety. It's important that companies in the bio and pharma industries have the right individuals at that juncture, ready and willing to guide the apprehensive consumer to the solutions he or she needs to feel comfortable and respected.

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