Science that never reaches the patient helps no one.
In some therapeutic areas, up to half of written prescriptions never become therapy. We rebuild the commercial system to a consumer-grade standard to close that gap.
Pharma’s commercial problem is value leakage after the script.
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Promotion runs as a system. What follows the script does not.
Field, access, specialty pharmacy, patient services, reimbursement and medical each work from their own data and their own measure of success.
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Consumer-grade expectations make leakage a competitive risk.
Patients and HCPs compare every handoff with the best service they get anywhere. Companies that close the gap take share.
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The loss is large and mostly invisible.
Business reviews track scripts written, so value lost after the script rarely appears in any report.
One operating system connects brand, field and culture.
It runs experience with the same discipline as promotion. Brand growth and field performance rest on a culture of Customer Excellence.
Accelerate brand growth
For brands with strong scripts and stalled revenue.
We find where demand fails to become patients on therapy, price each loss and recover it.
Explore brand →
Elevate field performance
For field teams whose insight never turns into action.
We turn what the field sees into barriers removed, and measure the field on patient progress.
Explore field →
Embed customer excellence
For leaders whose gains fade after each program.
We write Customer Excellence into decision rights, routines and measures. Brand and field gains then hold.
Explore culture →
The method comes from inside pharma commercial leadership.
Wayne Simmons built this practice after leading customer excellence inside the Chief Marketing Organization at Pfizer and the Bayer Pharmaceuticals Customer Powerhouse, where the work was judged on prescriptions written and revenue realized rather than on sentiment scores.
Before pharma came two decades of customer experience leadership in consumer industries, at The Ritz-Carlton Leadership Center, Mercer and EY, which is where the standard this industry now calls Consumer-Grade was learned at first hand. That combination is the reason the method is structural rather than promotional: it was built by someone who had to defend it in a commercial review.
Wayne is co-author of The Customer Excellence Enterprise, published by Wiley, founding faculty of the Master of Science in Customer Experience Management at Michigan State University's Broad College of Business, a Certified Customer Experience Professional, a former board member of the Customer Experience Professionals Association, and a US Army Intelligence veteran.
The Customer Excellence Enterprise
Wiley, with Tom DeVitt. The book sets out how customer excellence is built into the commercial core of an enterprise rather than bolted onto it, and it is the foundation the agency's method is drawn from.
