David Michels: Loyalty in pharmaceuticals

Pharmaceutical executives understand the benefits of having loyal customers, but they struggle to engender that feeling among the people they serve. In response, more pharma companies are starting to use the Net Promoter SystemSM so they can meet their customers' needs better, says David Michels, a partner in Bain's Customer Strategy & Marketing practice, in this short video.

Read the Bain Brief: Beyond the pill: How to improve the customer experience in pharma