June 17, 2015 Pharma: Powered By Service? June 17, 2015/ Josh Righter MM&M recently asked an intriguing question: Healthcare professionals’ customer experiences are increasingly being shaped by retailers like Amazon and Zappos. What ideas should drugmakers borrow from them to personalize promotion and what are the limits? Evan Young, Creative Director and all-around smart guy here at Discovery USA, gave a great answer. Great online retailers deliver unparalleled experiences because they’re incessantly refining. They simplify. They perfect. And then they start over. The belief that the User Experience can always be better may be the driving force behind their resolve, but the end game is about being true to the brand... See the rest of Evan's answer, along with thoughts from some of our other industry peers.