Archive for March, 2009

March 30, 2009

The Customer’s Voice

Posted By: Lena Chow
Comments: 0

Much has been written about the impact of the Internet—new, faster and sometimes more cost-effective ways to access and target our audience, and how interactive media are supplementing (and sometimes replacing) traditional media. I don’t think anyone doubts the importance of interactive media, and I have not run into any company without some kind of interactive component in their marketing communications mix. Yet, I get the sense that perhaps we are not quite there. As James Chase, editor-in-chief of MM&M, puts it in their Interactive Guide 2009, “Will 2009 be the year that [widespread adoption of the digital space by pharma] finally happens?”

One telling sign that healthcare lags in interactive is the frequent mention of technology vs. content, which comes first and who should lead (interactive vs. traditional agency). In fact, I caught myself reacting rather indignantly when someone told me that more clients are now looking to their interactive agencies to lead the communications effort and thus interactive agencies are looking to shore up their talent beyond the technology side. The truth is that we’ve been thinking and talking about two sides of an imaginary fence for too long. The traditional agencies see their interactive counterparts (sometimes with envy) as tacticians who know how to navigate new technologies and apply our brilliant creative ideas. And interactive agencies, for all too long, have seemed willing to confine themselves to their niche, building up technology infrastructure and paying relatively little attention to shoring up their creative offerings. Now that clients, frustrated by not getting the integrated solution from their traditional agencies, have begun exploring a direct path to the interactive agencies, the center of gravity is shifting.

At the heart of all of this, though, is not who leads, or winning vs. losing. The more important issue our audience—yes the customer. The fact is that interactive media have given the customer a voice, so that yesterday’s monologue, where the brand talks to (or at) the customer, must be replaced by today’s dialogue, where the audience can and will talk back, and the audience can and will tune us out if we don’t listen. Whoever finds a way to build that dialogue, leverage it to deepen the understanding of the customer and thereby improve communications with the customer, whoever is able to tap into the power of social media (after all, it’s newspeak for peer-to-peer communications) to promulgate goodwill and messages . . . they are the success stories today and the ones who deserve the business. Your thoughts?

March 23, 2009

The New Normal in Healthcare Communications

Posted By: Lena Chow
Comments: 0

Recently, I read an excellent essay, “The new normal,” and it reminded me of the forces of change that have been impacting healthcare communications since long before the current economic crisis. I’m not sure if we’ve settled into a new normal. It seems that changes are still evolving. But I do know that some things will never be the same again. For example, PowerPoint presentations and bullet points have become de rigueur for plans, briefs and other documents that were written in prose in times past. In The Brain That Changes Itself author Norman Doidge calls the PowerPoint presentation “the ultimate compensation for a weak premotor cortex,” which he attributes to the decline in use of drills such as memorization of long poems in foreign languages, attention to handwriting, elocution and correct pronunciation, all of which played an important role in brain function development. And I am having a hard time getting clients to review copy as Word documents rather than as page layouts—even after repeated reminders that doing it the “old” way is more cost-efficient.

More significant, strategically, are the shifts in communications with healthcare professionals mandated by the new codes of ethics from The Pharmaceutical Research and Manufacturers of America (PhRMA) and Advanced Medical Technology Association (AdvaMed) that are reshaping every interaction from lunch-and-learn and the myriad of “brand reminders” to educational grants and consulting agreements. Add to these the ever-stricter guidelines imposed by major medical centers and the continuing pressure on productivity at all levels, and the healthcare professional detail is leaner, meaner and far less personal. Crisp messages, backed by clearly communicated data and memorable presentations, are all the more important, as is the deployment of multiple media, multiple channels of communication.

What about direct mail in this day of “Nobody reads,” budget cuts and e-communications? Based on my observations, direct mail is still very much alive, but with some new twists that are helping to increase its effectiveness. These new twists are founded on powerful analytics that drives more in-depth understanding of the audience, better targeting and refinements in defining and measuring ROI. They are also built on lessons learned about the use of traditional (snail) mail vs. online marketing. For example, marketers are learning that e-mail might work better for customer retention than for customer acquisition, since existing customers are much more likely to open the mail and engage. I am having fewer discussions with clients who wonder why it is not a good idea to “just rent a list and e-blast them.”

What about conventions in these days of reduced travel? What other new normals are defining healthcare communications today? Please share your thoughts

March 16, 2009

The Pearls of Brook Byers

Posted By: Lena Chow
Comments: 0

I was in the audience last week when Brook Byers shared his 30-plus years of experience as a venture investor at the UCSF Center for BioEntrepreneurship (CBE). As his host and moderator, G. Steven Burrill, pointed out, it was a rare opportunity to hear Byers’ soft-spoken yet authoritative musings in a somewhat informal setting for two uninterrupted hours. The room was full of bright scientists and tomorrow’s entrepreneurs, eager to learn how innovation can be translated into commercial success. The conversation, which consisted largely of Byers’ remarks punctuated by Burrill’s gentle but persistent probes, covered two major areas: What are the hallmarks of a successful venture? And how does a venture investor separate the wheat from the chaff in making investment decisions? Along the way, Byers offered practical tips as well as glimpses into his philosophy and outlook on business.

Focus early money and attention on the white-hot risk. New ventures are built on innovations and by definition untested ideas and hypotheses. Byers suggested that the entrepreneurial team work on a thorough assessment of the risks and identify that white-hot risk—the one around which the business can fail— and focus early money and attention to address it. In drug development, for example, the white-hot risk is often wrapped around the biology. “Most people want to postpone the experiment,” he noted, but in fact this early focus on the white-hot risk equates with efficient use of capital. By concentrating early resources on the white-hot risk, a business can emerge in a much stronger position to secure the next (and more substantive) round. A corollary is that early failure translates into less costly lessons that can propel new ideas.

Spend more time on fieldwork than on the writing of the business plan. Byers emphasized the importance of talking to people—30 or so—and seeking their input, as part of the process for developing the business plan. In his view, entrepreneurs should spend more time on fieldwork than on writing, but this part of the process, which is often difficult and intimidating, is easy to overlook. Not surprisingly, he suggested tapping one’s network during this fieldwork phase and, importantly, writing notes after each conversation to make the best use of the input.

Be sure you have a solid knowledge of the adoption process. Byers noted that the rate of adoption is almost always underestimated. This in turn adversely affects the accuracy of the projected revenue ramp and creates the potential for companies to get carried away and build infrastructure and spend money too fast. He walked the audience through the process: the clinical trials, the submission of data to peer-reviewed journals, the time to publication, then the adoption by key opinion leaders and ultimately their recommendation to include a product in the clinical pathway. “There is just no way to front-run that,” said Byers. And don’t forget pricing and reimbursement. He reminded the audience that doctors are notoriously slow adopters, and understandably so, because they are making decisions that affect lives. Similarly, he urged the audience to think through the challenges to distribution and clearly understand the economic incentives needed for every point on the distribution chain.

One (good) product at a time. As the conversation turned to platform vs. products, Byers noted that it is challenging for a platform company to develop more than one vertical (product/market) at a time. The key, he said, is “to pursue products in an orderly sequence” and be very clear in the business plan about what the family of products will be. He pointed out that Myriad Genetics, with the famed BRCA1 and BRCA2 tests for genetic predisposition to cancer, has been a one-product company for a long time. The same goes for Genomic Health with Oncotype Dx, which by any definition is a success story in the world of molecular diagnostics. By the way, Byers noted that he “loves” molecular diagnostics.

Always leave a little on the table. The subject turned to today’s economic climate and the companies that are trying to raise the next round following an earlier, very favorable round two years ago (e.g., $20 million raised, $80 million post money). For many of these companies, the starting point today is, at best, a flat round, but more investors are opening the negotiation with “30 percent off” as Burrill pointed out. Byers counseled a more measured, judicious approach when it comes to valuation. He went on to suggest that valuation should not be the sole or key criterion in deciding on an investor. “Think about who you want to be in the foxhole with when times get tough.”

There are more great ideas than good teams. Byers listed the idea, the business, people and capital efficiency as key ingredients of a promising venture. He spoke of the great athlete—an exemplary CEO with a track record of prior successes—but felt that the great athlete is an exception. Instead, he looks for people who are smart, credible, thoughtful and flexible about letting venture investors help round out the team. The team has to be “authentic” but does not necessarily have to be complete during the early stages. Byers also emphasized the importance of the right mix, and conflict as “the only way to get objectivity.” As Burrill probed persistently about the role of culture, Byers spoke of culture as something that evolves, and cited Jeff Bezos’ ability to empower Amazon.com employees and get them to believe that they were going to change the world as a positive example of how culture drives a business.

It’s all about relationships. Looking at the eager faces in the room, Byers noted that scientists tend to pay attention to “things,” but urged them to remember that while ideas have a finite life, relationships endure. He suggested that they spend the time to cultivate relationships—those with mentors, coworkers, collaborators—and invest the effort to stay in touch.

A book you must read. Byers strongly recommended High Output Management by Andy Grove which, written in 1983, is still relevant today.

Building companies is ambiguous and messy. Byers offered these words of wisdom almost as soon as he sat down and this seems to be a good encapsulation of the process. This is where I believe scientists have an edge over businesspeople, because scientists are trained to deal with ambiguity and complex, interacting variables on a day-to-day basis. And they have to learn to accept and thrive on interdependency with their colleagues who may be competitors trying to beat them to the finish line.

March 9, 2009

Signs of Our Times

Posted By: Lena Chow
Comments: 0

Here are some recent articles and blogs that I have found particularly enlightening or simply amusing—more often both. Please add your favorites.

Harvard Medical School in Ethics Quandary
http://www.nytimes.com/2009/03/03/business/03medschool.html?_r=1&scp=1&sq=pharmaceutical%20ethics&st=cse

Innovation Is the Pharmaceutical Industry’s Only Salvation
http://feedproxy.google.com/~r/invivoblog/~3/9Os9PbGU08Q/innovation-is-pharmaceutical-industrys.html

Personal Branding in the Age of Google
http://sethgodin.typepad.com/seths_blog/2009/02/personal-branding-in-the-age-of-google.html

Back-Channel Tweeting at Medical Conferences
http://labsoftnews.typepad.com/lab_soft_news/2009/02/backchannel-tweeting-at-a-conference.html

Health Care Reform: What We Can Learn from Costco
http://www.thehealthcareblog.com/the_health_care_blog/2009/03/health-care-reform-what-we-can-learn-from-costco.html#more

Pubs Can Call Time on Last Orders
http://www.ft.com/cms/s/0/b13d922a-074a-11de-9294-000077b07658.html?nclick_check=1

Top 10 Media and Marketing Books of All Time
http://adage.com/bookstore/post?article_id=134945

Filler up?
http://neocortexconsult.com/blog/2009/01/10/filler-up/

March 2, 2009

Looking for the Killer App: Why Southerners Succeed in Business

Posted By: Lena Chow
Comments: 0

I seem to be getting a lot of content about innovation these days. But those in marketing and especially sales are seldom in a position to wait for innovation to come down the development pipeline; indeed, we are often told to “sell what you have.” I went to my favorite Chinese business book, Why Southerners Succeed in Business, and found this gem of a story.

A large company, in the south of course, was looking for new salespeople. An ad drew hundreds of responses. The company gave the applicants an assignment: to sell hair combs to Buddhist monks who, by tradition, have shaven heads. The assignment frustrated and angered all but three applicants, who were given a supply of samples and ten days to complete the assignment.

Li, the first applicant who returned, told of being scolded and in fact thrown out by angry monks at a hilltop monastery. As the dejected Li hobbled down the hill, he saw a young monk lying in the sun, scratching his itchy scalp. Li immediately offered his comb to the young monk, who tried scratching his head with it, felt satisfied, and paid for the one comb.

The second applicant, Zhang, did better. As he walked toward the monastery, he noticed that the wind was blowing hard and the pilgrims who were heading toward the monastery to burn incense entered the temple looking a little disheveled, with their hair out of place. Zhang went up to the head of the monastery and suggested that poor grooming was a sign of disrespect to the deity. He then recommended that the monastery put a comb in front of every altar, so that pilgrims could brush their hair before lighting incense. Zhang proudly reported that he had sold ten combs.

To everyone’s astonishment, the third applicant, Wang, reported that he had sold his entire inventory of 500 samples and received an order for 10,000 combs from just one monastery in the area. It turned out that Wang had repackaged each comb he was given and, with a simple label, branded it the “Comb of Virtue.” He gave the monastery an initial batch of branded combs and instructed that the monks briefly brush the hair of each pilgrim after the worship session and then give the comb to the pilgrim. Word soon spread about the Comb of Virtue, and that it was available exclusively from this one monastery. Pilgrims began crowding the monastery, and revenue—in the form of incense purchased and donations—increased dramatically. The delighted monastery head placed the order for 10,000 combs.

Do you have a favorite “selling ice to Eskimos” story? Please share.