“Bigsmile” or why a smile is also strategic
With the “Bigsmile” customer satisfaction programme, Galenica is embedding its service-oriented approach even more firmly within the company. Around 400 ambassadors represent the programme both internally and externally on a day-to-day basis with the aim of inspiring all of their 7,600 plus colleagues to embrace “Bigsmile”.
As soon as a customer enters one of our pharmacies, a smile awaits them. A given, but of great strategic importance. After all, the customer promise is one of the five core elements of the Galenica strategy, and customer satisfaction is also a top priority of the consumer strategy. Accordingly, we have also incorporated customer satisfaction into our annual targets in the form of the NPS. “We see service as a conscious attitude towards our customers,” says Virginie Pache, Chief Pharmacies Officer and member of the Executive Committee. “With the ‘Bigsmile’ programme, we are embedding this customer-friendly behaviour even more firmly within the organisation and thus also contributing to the further development of the corporate culture.” On the one hand, as the name suggests, it’s about the aforementioned smile, but on the other, it’s about much more. Galenica employees put into practice all the important interactions that strengthen their dealings with patients and customers in a targeted manner: from welcoming them and providing information and advice right through to concluding the conversation.
Ambassadors embed “Bigsmile” within Galenica’s everyday life
“Our aim is to achieve a high level of customer satisfaction and our greatest reward is loyal customers,” says Virginie Pache. “I am convinced that the implementation of ‘Bigsmile’ will bring us another noticeable improvement.” Virginie Pache and her team explained the programme to pharmacy staff and employees in supporting roles at an event held at the end of 2022. In 2023, these roughly 400 ‘Bigsmile ambassadors’ will internalise the elements of the programme through coaching, specific tasks and documentation and champion them to their colleagues. Each month, special focus will be given to one of the 12 elements. The friendly smile is always part of it.