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BioInformatics LLC Announces New Market Report – Enhancing the Customer Experience: Insights and Life Science Supplier Rankings (13-002)
Date:3/28/2013

Arlington, VA (PRWEB) March 28, 2013

For life science suppliers who understand the value of managing the customer experience, this report provides detailed feedback on multiple touchpoints that provide opportunities to delight—or annoy—the customer. Twenty-five life science suppliers are ranked on pre-purchase, product-usage and post-purchase experiences.

The following companies are ranked in the report:

AB SCIEX
Agilent Technologies
ATCC
BD Biosciences
Beckman Coulter
Bio-Rad Laboratories
Cell Signaling Technologies
Corning Life Sciences
EMD Millipore
Fisher Scientific
GE Healthcare
Illumina
Leica
Life Technologies
PerkinElmer Life Sciences
Promega
Qiagen
R&D Systems
Roche Applied Science
Sigma-Aldrich
Thermo Scientific
VWR
Waters
Zeiss

1,053 scientists were asked to rank their suppliers on customer touchpoints that occur during the time spent researching products, during the selection process and after the sale is made. Customers rated their experience on 22 attributes associated with their interactions with life science companies during various stages of the purchasing cycle:

Pre-Purchase Experience:        Product/Vendor Awareness
    Product/Vendor Knowledge
    Product Selection
Product Experience:    Product Integrity
    Vendor Service
Post-Purchase Experience:    Vendor Support
    Satisfaction and Loyalty

“A scientist’s emotional experience with a company can sometimes be the only differentiator in the eyes of that customer,” states Robin Rothrock, Ph.D., Director of Publications at BioInformat
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