Category Archives: Strategy
My last post was all about the value of respecting your customers, particularly if you are an airline, and was based upon my terrible experience with Turkish Airlines. To complete that article I should add that my experience with Turkish Airlines continued to be bad including during the flight with some of the most inedible food I’ve ever attempted to eat, old airplanes with seats that did not recline properly and grumpy crew. My holiday itself however was awesome 🙂
As I looked back at this article though I thought it also worthwhile to add my opinion on respecting your customers in the pharmaceutical industry. For too long this industry has been very self-centered and not particularly focused on customers, especially patients (who I also include as customers). Of course the industry is “plagued” by regulation which has made it harder to be as customer centric per se as many other industries. We all know by now that the end of the blockbuster era and the patent cliff ushered in huge change and a shift in thinking for the industry but we are still not where we should be.
So why are we still not as customer centric as we could be? Regulation is often one of the first reasons bandied about for this … “we can’t talk directly to our patients” or “we can’t do that because of regulatory restrictions”. Very often this is however just an excuse. We can still be customer centric and comply with regulations. For starters many patients do not want to hear promotional messages about pharma products anyway so even if we could bombard them with product branded marketing this would still be pharma and not customer centric.
Even where we can do promotion for it to be most effective it should be targeted and try to provide some value to the customer. What is it that a physician needs or wants to hear about? If we develop content – promotional or not – with the customer in mind then we generally see far greater results than if we just stubbornly try to force our message down their throats.
Coming back to the regulatory side of things though I do also believe that it is time regulators also become more customer centric, particularly towards patients. Whist I do not support a US style DTC promotion I also believe that the pharma industry sits on a large swathe of data that would be highly valuable and beneficial to patients, and HCPs. Much of this data is never made available to patients – in part because of compliance but also in part because of the “fear” of regulation and legal action. Counter this with the number of misinformation that patients now have access to online I think there needs to be a change in thinking in how we communicate and share information online. I firmly believe that as an industry (both pharma & regulators) we have a duty of care to make sure that patients have access to accurate, reliable information. We need to drown out the misinformation, and make sure that the correct information is coming in at the top of Google searches, and not hidden away a few pages in.
A second issue is that whilst many patients may never want to know the data, or indeed even understand it, there is a growing number of active and educated patients that do want more information. The informed patient wants to have the data so that they can make their own decisions concerning their healthcare. The days when we as patients blindly trusted what our doctors told us are diminishing. As a patient who has experienced misinformation coming from a specialist, in my case an endocrinologist who told me that the symptoms form my un-managed Hashimoto’s were all in my head, I firmly believe in the movement of the informed patient and the need for patients to be more active in their healthcare. Had I relied on that endocrinologist, and not actively sought my own answers, I doubt I would be here now writing this post as I would probably have either been too depressed or died of heart complications due to over-medication in an attempt to reduce my symptoms.
I think it is high time that all those involved in the healthcare system start to respect patients as decision makers and work together to support the informed patient. How can we make all that data that pharma sits on, that may have no commercial value to the organisation btw, available in a digestible and understandable format for patients. Pharma often has the money and resources to turn the data into content and disseminate it but may not be allowed to – or may not have the incentive to. Much of that data may also have a public health benefit so one could also argue that pharma should not shoulder the burden of dissemination alone. Pharma companies at the end of the day are businesses and if they are not profitable they will go under and that also does not benefit patients.
There are many more questions but there also numerous answers. For starters pharma can start to work more closely with patient associations. Why is it that for many pharma companies the patient advocacy department, if there even is one, is only made up of one or two people?! Whilst we have huge brand teams focused on marketing to HCPs the number of headcount that is focused on patients is tiny by comparison. Pharma really needs to start ramping up in this area.
In turn though regulators may also need to re-assess that pharma patient partnership model. Not all diseases have a patient association but there may be online groups and individual patient experts. How was can facilitate partnerships here for the benefit of all parties? How can we all work together to find a model that supports patients, is compliant but also does not bankrupt pharma? I think the answer lies in the question … we need to all work together! We need to start talking more to patients, and include regulators in those discussions. We need to put patients firmly in the center of the equation, along with HCPs. We need to not only start listening more but also start being more active in driving the change needed to do this. Only then will we start to see an industry that is truly respecting its customers and meeting their needs.
The world as we know it is changing. Our stakeholder’s way of thinking, and behaving, is changing due to 24/7 access to global information. So how does this impact our industry and what are the opportunities for pharma marketers?
Patients are engaging online around their health, and they expect to be able to engage online with other people and companies in this space. They do not understand why big pharma companies does not engage and this exacerbates the industry’s poor reputation. From a corporate marketing point of view this is an easy win. By accepting social media, rather than avoiding it, companies can start to have a positive impact on their reputation, and build corporate brand value.
This new dynamic is also impacting physicians, who face patients coming to appointments well informed, and with different questions than they used to, for example “is there an app for that”. Here again is a nice win for marketers. Rather than focusing on providing the information that they want physicians to hear, i.e. all about their product, why not look at also providing value by helping physicians with some of these real-world issues? Why not sponsor an assessment of disease apps, or ensure that the physician is kept up to date with what patients are Googling?
Another impact that the digital environment has led to is an increased pressure on people’s time. Marketing now means that you are no longer just competing with another pharma company. You now compete with a whole array of different parties to get a slice of a physician’s time. Give a person the choice to access information when they want and how they want, or to physically sit through a sales call at a specified time and it is a no-brainer which option people will increasingly choose. That is not to say that people will stop choosing the physical meeting altogether but they want a mix of options – and a choice.
Here again that word “value” comes in. As a marketer the way to grab a piece of someone’s time is to deliver value, both in terms of channel preference but also in terms of content. Digital enables us to understand individual’s areas of interest – why not then deliver your marketing information tailored to their preferences?
Of course this costs money, which is an age old problem. Again digital can help. Traditionally pharma marketing has been very siloed, by brand, function and geography. Digital provides the means to break down these siloes and generate cost efficiencies. By working in a more collaborative way, digitally facilitated, companies can reduce waste, for example in asset development and in time. Why should each brand, in each country, produce their own app? Often they have a similar end use and the backbone could be developed jointly and then adapted for local end use.
And this brings me onto the final massive change that digital, and in particular social media, has led to – namely access to information. The amount of information available on our stakeholders online is huge. Despite this I still see teams basing the bulk of their marketing plans on traditional market research with very little social media listening included. Now social media listening is not the be-all-end-all but it should be included. It provides key insights that need to be part of a modern marketing plan, for example where do your customers go for information, what topics are they talking about (and here is a hint – it is probably not about you) and what are their needs. Social media enables pharma marketers to get a better understanding of stakeholder’s emotions and behaviours, and at the end of the day it is emotions and behaviours that impact pharma sales.
Digital is no longer new and it is an integral part of daily life. Companies today should be optimising their marketing to reflect this digital impact and to start offering their stakeholder’s real value.
Last week I was at the GLC social media & emarketing forum in Frankfurt listening to an interesting presentation by about HCP relationships. One of the slides presented showed a KOL map, showing who the KOLs are, who the upcoming KOLs are, and where they are based. This map is developed based on an analysis of presentations at congress and publication – but it is all offline inputs. I am however happy to hear that they are also looking into doing a KOL digital map.
Personally this rings a bell a with me as one of my recommendations in the past has been to do precisely this. Pharma companies generally have a great idea of who their traditional KOLs are, but they have no idea about how active they are online (if at all) and they often have no real idea of who KOI (Key Online Influencers) are. This is a big gap in a key knowledge area. As more and more HCPs turn to digital the impact of KOI will become increasingly important. Pharma companies need to start finding out which KOL are active online, and who the KOI are that they should be building relationships with them, just as they have traditionally built relationships with KOLs. This is essentially just a new group of KOL and the process for KOL relationship development offline already exist – they just need to be adapted for online.
From experience I know however that at this point alarm bells go off with legal and compliance as this is a new area. A second issue though is that unlike KOLs who are always HCP KOI may be HCPs, but they may also be journalists, bloggers, patient advocates, etc. This raises a whole area of problems. For the HCP KOI it is relatively simple to deal with – they fit into the existing framework and the Medical teams can build the relationships here, using a different process but still essentially following the same principles and guidelines. The problem however is how to deal with the other KOI – who owns the relationship? How to deal with the various regulatory issues that then arise? So, for example, for a non-HCP KOI there is the danger of being seen to be doing promotion. How can a pharma company deal with these issues?
The answer is to be totally transparent and never, ever look at relationship building from a promotional point of view. Building relationships needs to be based on providing value, whether it be for an HCP or a patient KOI. With that thinking as a starting point you then do some research. What are the KOI interested in? What content and assets would be of value to them? Do they have a blogger outreach policy or do they give any indication of how they feel about partnering with organisations? Build up a good level of knowledge about each individual KOI, just as one would do with a traditional KOL.
You then need to identify where the relationship will sit. As mentioned Medical KOI relationships sit comfortably with medical, journalists sit well with the comms team, and patient advocates sit well with advocacy teams. Very rarely do these relationships sit in marketing – even though very often this is where the desire to have these relationships starts. The other issue is of course also that digital and social media often sits either with marketing or comms – not with Medical, and yet Medical is the area that could really provide the most value and also get some real benefits from social media. Given the lack of digital expertise in Medical there is a strong argument, in some cases, for some relationships to live with the digital or social media team, who (hopefully) understand the dynamics of digital relationships.
Once you have identified who owns the relationship you then need to start relationship building. Like any relationship it will depend on the individuals involved, what channels they use, what value you can provide etc. However in general your first step will be to start building the relationship digitally – retweet their content, comment on their blog posts, etc. Offline however also plays a pivotal role in this relationship building – just because this is a digitally focused relationship does not mean it has to only stay in the digital arena. If you know the KOI is going to be attending the same conference as you then get in touch and arrange a meeting. Or perhaps you see that the KOI is going to be in the same town as you – arrange to meet for a coffee. Alternatively invite them to a specific event you are organising.
A good example of this comes from Roche Diagnostics blogger summits which are annual events they organise with key diabetes bloggers specifically to build relationships. Roche has been very successful – partly because they were realistic in their approach and accepted that this would need to be a long term initiative and it would take time for the summits and relationships to work (in fact it took 3 years). Another reason Roche was so successful was also because they went in with a “what can we do for you” mentality – rather than a promotional “what can you do for me mentality” – they asked attendees what they needed from the organisation and what value Roche could bring to the community. The response Roche got was very positive and they now have a good relationship with the community, who blog and tweet about Roche’s initiatives and help improve the Roche name within the community.
Follow Roche’s lead then when you look at building your own KOI relationships – allow time, and focus on their needs first and not your own. As the relationship develops and builds it will turn into a win win relationship, with the KOI spreading the reach of your content and providing a more credible way of reaching your target audience. Put aside internal squabbling and politics to focus on the relationship and share knowledge and process internally. Building KOI relationships will increasingly become a key part of the “KOL” process in the future so learn how to do it today – and do it well.
I have been asked to talk about the topic of “Is Pharma Afraid of Social Media” at the GLC Social Media and Emarketing Forum this week in Frankfurt. Had I been asked this question a few years ago, indeed even last year, I would have said a resounding “Yes”. However times have changed and my initial response to this was “not anymore”. But I thought I would reach out and ask the community and see what they thought. I posted a poll on Linkedin, and then shared it via Linkedin and Twitter.
I will have to admit that I was mildly surprised by the result (so far at least). The first pleasant surprise was the talented Andrew Spong feeling inspired by my poll to write a blog post in response: http://stwem.com/2013/06/04/four-reasons-why-pharma-isnt-afraid-of-social-media/
The second surprise was that I thought the majority of answers would go to “Yes and No” as opposed to “Yes” or “No” – if anything because it is the most neutral “depends”-like answer. The result so far however is a resounding “Yes” with over 50% voting that Pharma is indeed afraid of social media.
Personally my response is the “Yes and No” because of the mix in responses to social media – there have been some great examples but there are also a large number of pharma companies failing to adequately engage via social media. I can however understand the strong tendency towards the “Yes” vote – there are certainly enough examples of pharma being scared of social media.
Firstly, while there are many pharma companies that have undertaken great social media initiatives (like GE Healthcare’s current #GetFit initiative) there are far more examples of no initiatives or a lack of activity. If we look at Facebook for example at first glance it looks like pharma is finally onboard as most of the big companies have some sort of Facebook presence. On closer inspection however you will notice that very few have their walls open to posting – Boehringer Ingelheim is one of the few to do this. This shows, in my opinion, a fear of opening up to conversation, questions and engagement. By restricting your engagement simply to comments under your own posts you have some form of control – comments are less visible than posts and in theory will be focused around what you posted. This reflects pharma’s fear of giving up control – something which is a reality on social media.
Secondly is the age old regulatory argument. As Andrew so rightly points out there are very few examples of regulatory bodies raising complaints or having issues with any of pharmas social media activity (including Boehringer Ingelheim’s full-on engagement approach). Nonetheless this fact seems to have evaded a number of people in pharma. Regulatory constraints is still the number one push back I get from pharma companies around why they are not active on social media. It is a great, and very comfortable excuse. It also highlights the fear of trying something “new” (even if social media really is no longer new).
Thirdly I believe politics and internal inefficiency is often holding companies back from publishing and pushing through social media guidelines. Yes many companies have these (I like Andrew have also written quite a few!) but what I have also seen is that these guidelines get approved and may get shared with a few people at global and department level, but it is not unheard of to find out that people on the ground, at local level, have no idea that these guidelines exist, or if they do they are still to concerned to take the risk to implement. For guidelines to be effective they have to be communicated, publicised and encouraged, from senior executives, otherwise they end up in drawers or getting ignored.
Finally I think the sad reality is there is still a great deal of “ostrich head in sand” syndrome in the industry – the concept that if I do not see or hear it then it does not exist or affect me. I have often heard the reason / excuse for not doing social media that “it is not relevant to me / to my stakeholders”. My response to that is “take your head out of the sand and look around”! There are very few instances when there is literally no value or use in social media. Certainly all marketing and communications related departments, and those relating to clinical trials, can glean a great deal of insights just from social media listening. As to stakeholders not using social media – this is an ever diminishing group – do they really warrant your total lack of attention in this area?
So there is still a great deal of fear of social media in pharma. That said I am an optimist and I think that fear is diminishing. I firmly believe if I redo this survey next year there will be a resounding majority answering “No” pharma is not afraid of social media.
And thanks again Andrew for the inspirational blog post (if you have got this far and have not yet read then I recommend it http://stwem.com/2013/06/04/four-reasons-why-pharma-isnt-afraid-of-social-media/ )