Gerry Spitzner

patient services

It’s time to think beyond the pill

2020 brought exponential change to the world of retail pharmacy (and not all of it Covid-related). So, what will things look like as we’re getting on with our new world? No one knows for sure. However, one thing for sure is that it’s evident there’s been a major shift in the public’s perception of healthcare …

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eyeglasses-focus

See through your patients’ eyes and look for “applied benefits”

Patient services are about applied health benefits, not just features. Patients always seek to fulfill some intention beyond just a pill. While pharmacists often focus on the effects of disease and medication, patients focus mainly on the outcomes. In other words, they are seeking the applied benefit of your patient service. Applied benefits are the …

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Rx for customer success

Consumers’ needs and expectations are constantly evolving in the healthcare market.  But the one thing that’s never changed in any business is listening to your customers.  The customer’s experience is the greatest determinant of success in any business. Customer experience and loyalty are harmonious, and nothing differentiates one pharmacy retailer from another more than the …

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Always Begin at the End

For many Pharmacists, the process of launching a new patient service begins with the lightbulb moment when they conceive of a breakthrough idea. Very often, they are so passionate about the idea that they believe its merits will be self-evident to prospective customers and patients—that the innovation is so obviously superior it will sell itself. …

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What’s the key to launching a new patient service?

For many pharmacists, the process of launching a new patient service begins with that lightbulb moment when they conceive of a breakthrough idea. Often, they are so passionate about their idea that they believe its merits will be self-evident to prospective customers. It will sell itself! Reality check: just because you’ve developed a cool product …

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