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Marketing is no more about promoting and selling products and services. It’s about providing an exceptional and continuous customer experience.
According to the State of the Connected Customer research conducted by Salesforce with the participation of nearly 17.000 people:
88% say that customer experiences provided by businesses are as crucial as their products and services
73% anticipate companies to understand their unique needs and expectations
56% always expect offers to be personalized
43% prefer non-digital channels to engage with businesses
Digital and non-digital have emerged into a unified hybrid environment where healthcare professionals (HCPs) and patients consume and generate terabytes of diverse data across multiple channels using multiple devices.
Here’s table of available channels and their limitations:
Pharmaceutical multichannel approach has become a tried-and-tested technique for many companies that are still unconventional in adopting the latest customer engagement techniques. Time proved that even being multichannel isn’t enough for a pharma business to create caring and unsuspicious relationships with customers.
The overwhelming success of creating personalized customer experiences in omnichannel e-commerce retail led to the adoption of this practice by pharma businesses of all sizes. Each asked the same question: “What is the difference between omnichannel and multichannel?”
If you want to compare omnichannel vs. multichannel, read this guide until the end.
The main difference between omnichannel and multichannel strategies in pharma is in the focus of the company’s strategy.
A multichannel strategy focuses on the product or service by promoting it with the same static message across multiple channels that act separately.
An omnichannel strategy focuses on the healthcare professional who gets a seamless experience with consistent brand messaging across all the channels integrated into a single communication environment.
Search engines and social media revolutionized the way pharma customers consume content.
Patients have more data about their healthcare than ever before. According to Clinician of the Future: A 2022 report by Ipsos, 56% of clinicians worldwide agreed that patients have become more empowered to manage their conditions over the last decade.
HCPs can find feedback on any pharma product or a company that produced it in a wink (of course, if the company has a website or active social media profiles).
In addition to search engines and social media, representatives of multiple communities across pharma and life sciences use many other channels for communication with colleagues and businesses.
They receive messages via email, messaging apps, and SMS. They visit websites and download mobile apps. They attend events, visit websites, participate in webinars, and have face-to-face meetings and video calls.
Multichannel communication has spread marketing boundaries significantly. In the new world where businesses can no more dictate anything to customers who have more control over their choices, specialists in pharma communications get an unprecedented opportunity to reach target audiences anywhere they want and need.
Along with that, there are a few other key advantages.
A multichannel strategy allows pharma companies to upgrade their marketing on all sides: planning, management, analysis, and execution.
When using multiple channels, a pharma business increases the maximum number of customers it can reach, which increases brand awareness among prospects.
Multichannel distribution of content increases the level of customer engagement. In other words, the more marketing channels a pharma business uses, the more touchpoints current and potential customers can create. More touchpoints make customers remember the pharma or life sciences brand.
And more touchpoints mean more insights that would be useful for future campaigns.
The success of multichannel pharma marketing is all about data.
Implementing a multichannel approach to pharma marketing is the first step to systematizing customer information and its management and the first attempt to focus on the big picture by increasing digital maturity.
Which channels does a target audience like and which doesn’t? Which channels are effective, and which benefits do they have? What multichannel content methods and formats do competitors use? The multichannel approach can answer these and many other questions through a customer relationship management (CRM) platform.
As a central multichannel data hub, a CRM platform can help a pharma or life sciences business automate and optimize key marketing activities. Optimization and automation dramatically reduce expenses and resources necessary for continuous growth and campaign performance improvement.
Loads of data received across channels give room for maneuver. With new information continuously upgraded in real-time, multichannel marketers can create different experiments based on a closed-loop marketing approach that includes four stages:
Such a cycle allows marketers to test different channel and content combinations repeatedly, which helps businesses make smarter decisions, generate better ideas, and increase the number of conversions and sales.
Let’s end this part of the article with the last and most important thing. The advantages we just recalled — a high level of engagement, more customer data, better data management, real-time analytics, and enhanced performance management of multichannel campaigns — lead to boosting sales force productivity and efficiency.
Even though pharma businesses have access to multiple channels where they can lure HCPs and patients, they pretty often don’t know how to do that accurately and efficiently. In these circumstances, multichannel interactions result in a few main drawbacks. Here they are:
· No Integrated Experience Across Channels
If multichannel relies on a wide array of the target audience to reach as many potential customers as possible, the omnichannel strategy requires a more tactical and point approach. A typical modern HCP is usually someone who highly values their time and has no wish to dig into a particular brand’s feed. As the average F2F visit between HCP and medical representative is usually not exceeding 4 minutes (whether online or offline), these 4 minutes become a valuable moment to deliver the most important messages directly to the person.
But what is this message, and how to fit the whole customer journey into a single presentation?
The answer is that you don’t have to.
The omnichannel approach builds communication across various marketing channels and uses highly personalized delivery methods to guide the client through all customer journey stages. This way, the customer gets a piece of personalized message required for engagement via various channels (like emails, messengers, F2F, or else) at each stage instead of wading through the flood of posts on Facebook.
According to a customer engagement survey by Axtria:
Nearly 77% of businesses only make the first steps in implementing an omnichannel strategy.
Around 66% of businesses are in the early stages of omnichannel data management maturity.
About 64% of businesses work with a strategic development partner for omnichannel transformation.
The omnichannel strategy helps to achieve business goals most appropriately and efficiently because you always work with your target audience’s current reality. Instead of creating a bunch of materials, deploying them to the channels, and waiting for the best (this is what basically multichannel is about), your marketing efforts are concentrated on being “here and now,” providing your customers with what is interesting for them at the moment the most comfortable way for them to engage.
Personalization is not a final destination; it’s an ongoing process of gathering data, analyzing it, and applying it to subsequent marketing campaigns to improve the next communicational iteration. The more you interact with a target audience, the better you know the specifics of their engagement and what works best for them. Next time you design your strategy after analyzing previous campaign, you may notice increased number of touchpoints and some new ways to engage customer.
It’s much easier to track customer engagement during successful omnichannel campaigns as you always know the customer journey stage you’re on at the moment. The Omnichannel strategy can satisfy clients’ needs in the short term by providing them with appropriate content materials right at the moment of need (determined by the campaign stage). It helps to manage content production better, giving enough resources and understanding for development.
The outcome is quite simple: as global digitalization goes on and business needs become more complex, your approach is usually defined by your requirements. When it comes to omnichannel vs. multichannel marketing strategies, you need to understand the central concept of both to realize what is best for your business.
Multichannel works with one channel independently from another, allowing it to target a broad audience at once. It requires stable content flow and works perfectly for newsfeeds, community activities, or crowd marketing. Meanwhile, the omnichannel marketing focuses on providing clients with a personalized experience delivered on time by demand or spontaneously — although always personally via various channels. Such an approach is vital for the revenue teams concentrated on developing a continuous conversion funnel; thus, omnichannel works perfectly for pharma and Life Sciences.
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