Healthcare shopping is different from every other kind of shopping. Countless companies are building direct relationships with their customers, from indy snack companies to sportswear giants—some eagerly, some forced by circumstance. Going from OTC to DTC requires an understanding of shopper currencies.
What customers tell you they think about your brand can often be at odds with their behaviour. Understanding the unfiltered perception of what customers really think and say about you and your competitors gives a vital insight into improving relevance, inspiring word of mouth and fostering loyalty.