Arlington, VA (PRWEB) March 28, 2013
For life science suppliers who understand the value of managing the customer experience, this report provides detailed feedback on multiple touchpoints that provide opportunities to delight—or annoy—the customer. Twenty-five life science suppliers are ranked on pre-purchase, product-usage and post-purchase experiences.
The following companies are ranked in the report:
Cell Signaling Technologies
Corning Life Sciences
PerkinElmer Life Sciences
Roche Applied Science
1,053 scientists were asked to rank their suppliers on customer touchpoints that occur during the time spent researching products, during the selection process and after the sale is made. Customers rated their experience on 22 attributes associated with their interactions with life science companies during various stages of the purchasing cycle:
Pre-Purchase Experience: Product/Vendor Awareness
Product Experience: Product Integrity
Post-Purchase Experience: Vendor Support
Satisfaction and Loyalty
“A scientist’s emotional experience with a company can sometimes be the only differentiator in the eyes of that customer,” states Robin Rothrock, Ph.D., Director of Publications at BioInformat
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