In healthcare, excellence in the services offered becomes a critical factor that significantly influences everyone involved, from patients to their health outcomes. Listening to your clients carefully becomes essential, no matter the size or nature of the organization. That is why at GOC, as a consulting firm specializing in the healthcare sector, we place great importance on understanding and satisfying the needs and expectations of those who place their trust in us.
In healthcare, excellence in the services offered becomes a critical factor that significantly influences everyone involved, from patients to their health outcomes. Listening to your clients carefully becomes essential, no matter the size or nature of the organization. That is why at GOC, as a consulting firm specializing in the healthcare sector, we place great importance on understanding and satisfying the needs and expectations of those who place their trust in us.
While some still consider this approach to be merely a passing trend, the reality is that more and more companies are recognizing its importance as a solid and consistent element in differentiating themselves and gaining a competitive advantage.
However, it is critical to understand that the key is not just to meet all customer demands, but to provide exactly what they need and request. This requires listening and understanding their needs first.
There are various methodologies, such as Journey Maps, Blueprints and questionnaires that evaluate the NPS, CES or CSAT (*). These tools allow us to understand and identify our customers' expectations, as well as connect with them, allowin us to:
From Customer Experience at GOC, we work to establish an emotional bond that allows us to anticipate our customers' needs and expectations. That is the true essence of our approach.
As we say at GOC, this involves us all.
Customer service is not the sole responsibility of a single department; it is a commitment that should permeate the entire corporate culture. Every member of the organization, from those who have direct contact with the customer to those who work in internal areas, plays a crucial role in creating a memorable experience.
There is a visible experience for the customer, present in every interaction with the organization, in the services and products they receive, as well as in the quality delivered. But there is also a part of the service, invisible to the customer, but equally important and requiring strong teamwork communication and networking.
It is therefore crucial that this approach is part of the corporate culture and the company's DNA. When the entire team understands the importance of their daily actions and how they can impact the customer's end experience, these actions can reach their maximum effective potential, becoming tangible to the customer.
This approach must be cultivated from within. How do we do it? With a team that is fully committed to the goal of delivering the best customer experience and service. This makes it easier to achieve this goal, to implement change in an agile manner and for our customers to see these results quickly.
For the past 39 years, we have worked closely with professionals in the pharmaceutical industry, healthcare professionals, managers in hospitals and organizations, as well as with patients. All of them, directly or indirectly, are our customers, and we strive to guarantee the best possible experience.
In the healthcare sector, we understand that quality of care translates not only into medical outcomes, but also into the emotional well-being of patients as well as all those who directly or indirectly contribute to their well-being. That's why we strive to make genuine connections and provide holistic support to those who place their trust in us.
The best experiences are those that connect with us emotionally, that transcend the purely transactional, that make us feel that a whole team is connected to support the patient and guarantee the success of a project based on the healthcare value it can provide. This feeling is achieved with a passion for what we do, commitment, professionalism, experience, but above all and ultimately, with vocation and genuine care to support every need that you bring to us.
Our commitment to this company mentality goes beyond our rebranding; it represents a deep commitment to excellence in customer service. At GOC, we take pride in working to exceed our customers' expectations and make a positive impact on their lives.
Dedicated to understanding and meeting your needs as a foundation of our new GOC, will you join our movement? Will you share your ideal experience with us?
We're here to help you achieve your goals. At GOC, we do care.
(*) NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score)
