In this session, Steve Reeves of DRG will outline the process by which pharma organizations are beginning to use social and other digital data sources collectively to drive insights across the enterprise. The session will provide context for the breadth by which pharma is beginning to create utility from social insights, touching multiple organizations across the enterprise, and finish with an example highlighting the depth of insights achieved by integrating emotional journey insights from social into a patient journey framework.
3. 3
WHAT IS SOCIAL INTELLIGENCE?
SOCIAL INTELLIGENCE
The management, analysis and enterprise-
wide sharing of insights from social sources,
used to answer complex business
questions, as well as to activate and
recalibrate marketing or business programs.
5. 5
HELPING LIFE SCIENCES COMPANIES REALIZE THE FULL VALUE INSIGHTS FROM SOCIAL MEDIA
• Tactical
• Metrics-driven
• Simple use cases
• Strategic
• Actionable
• ROI-centric
• Informs planning
• Complex use cases
• Multiple stakeholders
• Multiple business questions
• Highly skilled analysts
Social Listening Social IntelligenceInsights
• Actionable
• Proactive
• Informs planning
• Aligned to business
questions
• Requires an analyst
Most life sciences
companies are
somewhere between
social listening and
insights.
DRG helps life sciences
move beyond social
listening, to achieve
social intelligence.
HELPING LIFE SCIENCES COMPANIES REALIZE THE FULL VALUE INSIGHTS
FROM SOCIAL MEDIA
6. Social insights-driven clinical trial support
Recruitment acceleration, customer-first trial
design, trial adherence
Social customer insights for product planning
& positioning
Understand your customer’s digital
ecosystem to feed into a holistic
communications plan
Amplify unbranded education & trial results,
build relationships by providing value (digital
KOL/influencers, sharable digital content,
partnerships)
Measure & optimize, nurture customer relationships, increase personalization & relevancy
Phase I - III Post-Launch Maturation
These are the ways we’ve worked with various pharma
companies to help drive social intelligence across the
enterprise
Build on early customer engagement with
omnichannel brand activation
(increased content/services, social,
websites, and more)
Enhance market access with digital
insights & communication tools
Beyond the pill tech interventions to
drive outcomes
Increase SFE via tablet reps and on-
demand digital HCP services
Support patient-HCP relationship with
digital patient education and resources
New markets, indications and
segments – understand and enter
new digital ecosystems
Stay on top of evolving customer
conversation and behavior trends to
shape refresh messaging,
content and engagement
approach
Leverage digital channels to extend
the reach of financial and
adherence support
7. 7
We believe that to truly know the patient, you must move from a transactional
understanding, to a relational understanding.
This is how you take
your understanding
of the patient from
transactional to
relational
Where they
talk
When they
talk
How they
talk about it
WHY they
talk about it
Transactional Transactional Relational Relational
Social listening Social Intelligence
8. 8
What Social Intelligence within a Pharma Enterprise Looks like
Patient journey
analysis
Unmet needs
identification
Brand perceptions
& attitudes
Treatment experiences &
switching drivers
Digital
influencers
Social engagement &
campaign analysis
Event social
strategies & analysis
Competitor monitoring &
best practices
Marketing &
Brand
Patient Support PR & Comms Competitive Intelligence Research
DRG analysts map social insights to opportunities to improve your customer
experience approach and drive strategic decisions across business functions
9. Syndicated Syndicated Syndicated Syndicated
Therapy area 1 Therapy area 1
Therapy area 2
Therapy area 1
Therapy area 2
Therapy area 3
Building a platform to scale social insights
2014
2015
2016
2015
10. But to develop the 360 view…We integrated social with
other datasets
DIGITAL LANDSCAPE
& KOL ANALYSIS
CUSTOMER &
THERAPY AREA INSIGHTS FROM MANHATTAN RESEARCH
Start with DRG’s proprietary foundation of customer behavior and
attitudinal data, therapy area insights and current landscape trends to
inform ecosystem mapping
SOCIAL ANALYSISSEARCH
ANALYSIS
INSIGHTS AND
RECOMMENDATIONS
Understand your
target patients
Effectively reach
potential recruits
Uncover Gaps &
Whitespace
opportunity for
engagement
11. And as the audiences we were studying began to grow…
The utility of the insights began to have enterprise-wide
application
Patient
Segments
Caregivers
Advocacy
Groups
Industry
Analysts
Physicians
Marketing R&D Clinical Commercial
Competitive
Intelligence
12. And the use cases began to mature…
Segment-based Insights
.
Brand and therapeutic area
insights
Patient Journey Analysis
Emotional Journey Analysis
13. 13
So did the level of segmentation…
DRG Digital’s
proprietary
library of
taxonomies
Based on Plutchik’s
Wheel of Emotions
(Scientific approach)
15. The challenge
A Pharma company wanted to get insights from search analysis & social
intelligence to inform their marketing teams before an impending product launch
A Pharma company was launching products that would help cancer
patients cope with their treatment and lifestyle. The product was to
be marketed to patients suffering from multiple cancer types.
The marketing team wanted to study search behavior and social
media conversations by patients to understand the array of issues
they face while living with cancer so as to better understand how
their product will fit into their lives and how it will be perceived.
The team was very interested in identifying ‘tension’ or ‘pain points’
faced by patients throughout their disease journey so as to identify
potential avenues for intervention.
The biggest challenge faced by the customer was that though they
understood that insights from search and social media analysis in
particular is key to their marketing strategy, they did not know exactly
what insights they could expect or what questions to ask.
15
16. How we helped
Syndicated survey results to provide context on how patients use digital resources, followed
by an analysis of search terms and a detailed patient journey analysis based on social
conversations to identify pain points and opportunities
We designed a framework to map out a patient’s ‘emotional journey’ through the disease. We then identified the whole gamut of pain
points faced by patients and highlighted areas where the brand could help, either directly with the proposed product or with associated
initiatives to build constructive relationships with patients.
Following this we provided specific recommendations on which pain points and opportunities were ideal for intervention, which
organizations to partner with, how to develop messaging that resonates with the customers and their stated and implied needs, how to
fine tune strategy while marketing the product to different cancer types, etc.
Create a differentiated marketing plan for
each cancer type: partnerships, content
plan, avoid negative association, etc.
Actionable recommendations for deciding on
marketing strategy
16
SYNDICATED SURVEY to provide context on
how patients use digital resources
SEARCH ANALYSIS to understand
common queries & informational needs
PATIENT JOURNEY ANALYSIS
based on SOCIAL LISTENING
ACTIONABLE INSIGHTS
Understand the need for the proposed
product in each cancer type to decide
which ones are ideal to focus on
17. How we helped
17
1 Used survey results to help the client understand how patients currently use
digital resources and how they would like to in the future
18. How we helped
18
2 Analyzed search terms, search behavior (devices, websites visited after
searching, etc.) to understand common queries across the patient journey
Search volumes by stage superimposed with social conversation volume helps understand how patients
navigate the web to solve problems
19. How we helped
19
3 Mapped out the emotional journey of a typical patient throughout their disease
experience using social conversation analysis
• Summary infographic helped the client understand patient concerns across the journey at one glance and
also see how their proposed product/service would fit into patients’ lives
• Follow up sections detailing typical patient questions and comments, community responses &
recommendations and sample verbatim were provided for a deeper look at any area of interest
20. How we helped
20
4 Identified pain points/unmet needs at each stage of the patient journey, along
with opportunities for brand intervention
• Summary infographic to understand the whole array of pain points and opportunities
• Focused recommendations about which pain points to target and how
• Recommendations were not just about what to do, but often what not to do or who not to get associated
with. For example, activists who give out unsolicited reviews and endorsements of products for use in
ways condemned by the medical community were identified for a close watch
21. How we helped
21
5 Provided strategic recommendations at each stage of the client’s tactical
planning: Market analysis, Launch, Media/Influencer outreach, etc.
22. The results
As a result of the study, the marketing team was empowered to make decisions
on how to market their product to different cancer types
• Identified which cancer types were easy to market the product to and which
ones needed a market to be created in
• Created differentiated marketing plans for each cancer type in accordance
with patient needs and awareness levels in each
• Identified major patient pain points that could be solved either directly with
the proposed product or through other initiatives that would help patients as
well as position the brand correctly in patient’s minds
• Identified several organizations and initiatives in each cancer type which
were small but had high potential. These organizations were ideal for brand
partnerships that could scale them to national or international levels and
generate goodwill for the brand
• Created a ‘watch list’ of activists and bloggers with whom to avoid even
accidental association of the brand with. This helped the company preempt
negativity around the brand soon after launch
22
23. 0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Prevention Symptoms Diagnosis Treatment Living with Remission
Shock Anxiety Anger Fearfulness Depression Sadness Hopeful Relief Happy
Decline in intensity of ‘anger’ in
the later stages, reflect an
increase in acceptance
Tracking the Patient’s Emotional Journey
24. The rise of predictive analytics in Social
DRG
Patient
Emotiona
l Journey
Framewo
rk
0%
50%
100%
150%
200%
250%
300%
350%
400%
450%
500%
Shock
Anxiety
Anger
Fearfulness
Depression
Frustration
Sadness
Hopeful
Relief
Happy
Prevention Symptoms Diagnosis Treatment Living with Remission
Proprietary Patient Emotional index – Describes Likelihood of Occurrence
Each of the polygons represents
an emotional attribute that can be
analyzed, scored and indexed
social data
Numerical values represented equals
the propensity for specific emotions
to occur, ex.) early stage patients are
approximately 400% more likely to
exhibit depression-like symptoms
versus though slate stage.
25. So, how do you create a social enterprise in pharma?
1.
2.
3.
In order to understand social, go beyond social
Put the patient at the center of everything you do
Find the single source of truth…the person who both
understands social and can connect you across the
organization
Fully integrated, multi-use case business impact
Social Intelligence first requires that we move from listening, to insights, then to intelligence. Once we accomplish social intelligence, we can then apply the insights across the pharma enterprise.