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B2B-Focused Session: Using Best Practices, Peer-to-Peer Interaction to Re-Develop Company Loyalty

Presenters

Lizzie Dragon, Vice President of Marketing, Education and Member Relations - Professional Compounding Centers of America (PCCA)
John Preckshot, Director of Member Benefits - Professional Compounding Centers of America (PCCA)

Session Overview

PCCA has been the industry leader and dominant force in the pharmaceutical compounding industry for the past 30 years. However, PCCA was faced with an erosion of customer loyalty and a loss of interaction with its member customer base. In 2008, PCCA created a peer-to-peer, best practices program entitled “Concierge Compounding” in which small groups of selected PCCA customers were placed in groups with each other to encourage customer interaction and shared business development. Interaction was maintained thru a monthly teleconference and via group e-mail. Eight Concierge Compounding groups were launched in the first 6 months, with PCCA playing only a facilitator role in the process. Surveys of those initial groups of members demonstrated a 12% increase in sales following involvement in the program and a 92% recommendation rate of the program to other customers. The program has now expanded to 17 groups with over 200 customers involved in the program. This presentation will demonstrate that in businesses where eroding customer loyalty has been a challenge, the creation of customer based peer to peer, best practices programs can result in greater sales, greater loyalty, and greater appreciation for the sponsoring company.