How Mobile Needs to Meet Customers’ Expectations


In the not too distant past, mobile was an optional marketing channel for pharma. That just isn’t the case anymore. Neither is social. Or even the Internet (it is 2016 after all). My point? Recently, I participated in a leadership exchange at MM&M’s office where the main topic was how pharma can meet customers’ mobile expectations. As you can imagine, the conversation diverged into many different areas. And, I’ll admit, I even went off on a related, but not quite on topic, tangent about how senior leadership sometimes just doesn’t get customers’ expectations for mobile, or any channel for that matter. Why? Because they aren’t thinking “How can I best meet my customers’ expectations?” at all times.

What we’ve found with our clients is that the companies who do think customer first, are often the ones realizing the greatest marketing success. But to truly get it right, pharma marketers must make sure they first have key foundational elements in place – governance that establishes a framework within which all marketing must operate. And, digital competency – or training – that ensures every person responsible for marketing has the same baseline of knowledge to work from.

To see more examples of how pharma uses mobile to meet customer expectations, I highly recommend you check out the MM&M ebook (Get Smart: How Pharma Can Meet Customer Expectations Through Mobile) that resulted from the leadership exchange. It provides some great food for thought! I’d love to hear what you think.


Zoe Dunn
Zoe Dunn, President and CEO of Hale Advisors, is a digital marketing and communications specialist with over twenty years of experience in the field. She has extensive experience in both the agency and commercial marketing side of the pharmaceutical, medical devices, and biotech industries.

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