The landscape of healthcare marketing has experienced a digital revolution. The proliferation of new technologies and communication channels has led to an always-connected, omnichannel environment. Life sciences companies have tremendous opportunities in the evolving landscape, but achieving success requires mastering the omnichannel experience.
The Imperative of Experience Design in Omnichannel Strategy
Having established the criticality of omnichannel strategies in the post-pandemic era, let’s delve into the first pillar of success that is Experience Design. The evolution from basic HCP( Health Care Providers) personas to intricate profiles marks a significant shift in life sciences marketing.
Over 76% of healthcare providers now use two or more digital platforms to access health information, underscoring the need for optimized digital experiences tailored to HCP preferences.
An omnichannel strategy demands a deep understanding of your core customer base. HCPs today expect personalized interactions akin to their engagement on leading eCommerce sites. Mapping their digital journey to create targeted experiences at each touchpoint is now fundamental.
Techniques to adopt include:
- Conducting qualitative research to comprehend motivations and priorities.
- Analyzing CRM data and digital analytics for engagement patterns.
- Mapping detailed personas based on practice areas, demography, digital dexterity and channel inclinations.
Building precise HCP profiles allows you to engage contextually across channels, laying the foundation for an integrated omnichannel approach. Omnichannel is more than just adding new channels; it’s about designing experiences optimized for your customers at each touchpoint.
Leveraging Data for Enhanced Engagement
For pharmaceutical companies, leveraging data effectively presents several key challenges. Integrating disjointed data from separate legacy systems and various technology platforms into one consolidated view limits insights into the complete customer profile and journey. Furthermore, cleaning and organizing unstructured or incomplete data sets to make them usable for analysis is hindered by outdated workflows, leading to data quality issues.
Companies also struggle to draw actionable and timely insights rapidly enough to drive omnichannel activation with limited analytics resources. Finally, building capabilities for advanced applications like machine learning and AI that can drive hyper-personalization requires significant tech expertise.
This is where a specialized life sciences marketing agency plays a crucial role in overcoming these data difficulties. These agencies adeptly navigate complex regulatory frameworks while crafting compelling content that communicates scientific advancements in a clear and engaging manner. This involves collaborating closely with experts to ensure accuracy and compliance in messaging, thereby establishing trust and credibility among stakeholders in the life sciences sector.
With their integrated martech stacks, analytics firepower and science-driven talent, life sciences marketing agencies empower pharmaceutical brands to become truly data-driven. They conquer existing data challenges and provide the capabilities needed to drive personalized, optimized and predictive customer engagement.
Content Creation: The Heart of Omnichannel Engagement
Equipped with customer insights, we now arrive at the core of strategic omnichannel marketing: content creation. Most of HCPs specifically seek out information from pharmaceutical companies to enhance their knowledge. For brands looking to drive engagement, content holds the key.
However, traditional static content has given way to a flexible create once, publish everywhere model designed for the digital world while keeping regulatory compliance in mind.
Mapping Content to the Buyer’s Journey
|Disease Primers, KOL Perspectives, Conference Summaries
|Organic Search, Paid Search, Social, Email
|Impressions, Click-through rate
|Product Demo Videos, Comparison Guides, Whitepapers
|YouTube, Website, Virtual Events
|Views, Downloads, Leads
|Scientific Studies, Case Studies, Trial Guides
|Sales Calls, Virtual Meetings, Chatbots
|Physician Referrals, Prescriptions
This methodology allows you to strategically meet customers where they are in their journey with the right content delivered through the right channels. Buyers consume content across multiple touchpoints and channels. Content must be mapped accordingly to stay relevant.
Navigating Channels and Platforms for Optimal Reach
For today’s omni-channel marketer, the question is not just “what content?” but also “where should it appear?”. Audiences are dynamic. Their preferences vary across geographies, specializations, language and mode of access. Platforms now range from telehealth apps like Practo to nurse practitioner forums on Facebook. To maximize engagement you need an “always on” approach across channels favored by your core personas.
This demands seamlessly integrating content across owned (Website, Email), earned (Social, PR) and paid (Ads, Syndicated) channels. The goal is orchestrating a unified customer experience at every touchpoint.
The Role of Technology in Omnichannel Marketing
Navigating these channels requires more than intuition; it demands the right technology.As we explore the technological backbone of omnichannel marketing, we uncover the tools that bridge channels and data sources to enable meaningful customer experiences.
The average pharmaceutical company uses a staggering 121 martech solutions, ranging from marketing automation and CRM to mobile apps and telehealth.
But while point solutions offer rich features, integrating them remains challenging. Siloed technologies with disjointed data can severely impede omnichannel workflows.
Migrating to an API-based stack is therefore critical. Using integrations and database-centered tools allows you consolidate systems enterprise-wide. You can then:
- Achieve a unified view of interactions across channels
- Automate messages personalized to audience preferences
- Deliver consistent experiences across digital properties
As strategies evolve from multichannel to omnichannel, technology plays an increasingly vital role in driving orchestration across customer touchpoints. Technology is the catalyst for turning multichannel into authentic omnichannel.
- Experience design based on detailed HCP buyer personas lays the foundation for omnichannel orchestration.
- Harnessing data into insights that shape contextual engagement is pivotal.
- Mapping relevant content to customer journeys enhances uptake across channels
- Optimizing channel mix and platforms for reach requires an ‘always on’ approach
- Consolidating technologies via an API-based stack drives omnichannel excellence
Applying these principles enables life sciences marketers to deliver seamless, synchronized HCP experiences throughout the entire customer lifecycle.
Frequently Asked Questions (FAQs)
1. How can life sciences companies effectively integrate digital and traditional marketing channels for an omnichannel approach?
An integrated approach requires consolidating technologies using APIs to unify data. Companies must strike the right balance between digital innovation and conventional promotion. While digital enhances reach, regulatory policies necessitate moderating public-facing communications in life sciences. The ideal model focuses digital on deep audience engagement combined with rep-driven promotion to doctors familiar with the brand.
2. What are the key challenges in creating and managing content for omnichannel marketing in life sciences?
Life sciences content must navigate regulatory policies while resonating with specific HCP specializations and information needs. Marketers also grapple with personalizing content across channels and languages rapidly. Addressing these complexities demands streamlined content workflows enabled by CCMS platforms like Sitecore and advanced translation software. Training creators on tone, validity and localization requirements is equally vital.
3. How can life sciences companies measure the success of their omnichannel marketing strategies?
While brand lift and sales data provide information, marketers need metrics capturing engagement across channels. These range from share of voice, click through rates and bounce rates to assess owned channels to audience growth and conversation share for earned channels. CRM data tracking HCP digital usage patterns provides macro insights. Meanwhile, leveraging Intent data reveals micro-trends on buyer preferences and journeys. Tracking these metrics systematically offers a well-rounded view of strategy effectiveness.