Dan Rowan and Jodi Donohue: How to Scale Empathy & Delight Customers
Join me for my conversation with Wedgewood Pharmacy’s Dan Rowan, Vice President of Sales and Marketing, and Jodi Donohue, Director of Marketing, to see how Wedgewood Pharmacy has proven that you can achieve high levels of empathy and meaningful customer communication no matter the size of your company. Wedgewood started as a local community pharmacy and has grown to one of the largest compounding pharmacies in the United States, all while maintaining the personalized touch they had from the beginning. To Wedgwood, empathy is about more than just being nice, it is about truly listening, utilizing design thinking, and seeing things from your customer’s perspective, allowing everyone to truly live the company’s mission and purpose. Key Takeaways:No matter how big you get, you need to keep checking in with your customers on a regular basis and keep the feedback loops open. Make the time within your own company to just listen. You can achieve empathy and customer communication at scale and be wildly successful while doing so! "If you really listen to your customers, and your internal and external stakeholders, you can drive an incredible organization." — Dan Rowan About Wedgewood Pharmacy: Wedgewood Pharmacy is the largest 503A animal-health compounding pharmacy in the U.S. and has also served the human-health market since its founding in 1980. Compounded medications are preparations customized to the unique needs of a patient. They are created and prepared by specially trained pharmacists and pharmacy technicians in state-regulated facilities when mass-manufactured drugs are not, according to the prescriber, available or are not appropriate for a patient. In its 40 years, Wedgewood Pharmacy has grown from a local community pharmacy to become one of the largest compounding pharmacies in the United States; it is the leading pharmacy in animal health. Wedgewood Pharmacy serves more than 50,000 prescribers and hundreds of thousands of patients throughout the U.S. every year. George (late) and Lucy Malmberg, both pharmacists, purchased Wedgewood Pharmacy in 1981; the pharmacy was founded in 1980. In June 2016, New Harbor Capital, became the majority shareholder of the company. In July 2018, the company acquired Diamondback Drugs, Scottsdale, Arizona. In 2020, the company began production at Wedgewood Connect, an FDA-registered 503B Outsourcing Facility, in San Jose, California. Wedgewood Pharmacy is accredited by the Pharmacy Compounding Accreditation Board (PCAB®) for compliance with PCAB and other nationally recognized compounding standards. PCAB was formed by eight of the nation’s leading pharmacy associations and is a service of Accreditation Commission for Health Care. As a third-party accreditation organization, PCAB has developed the highest national standards against which providers are measured to demonstrate their ability to effectively and efficiently deliver quality compounded medications to consumers. Wedgewood Pharmacy employs more than 650 people in its state-of-the-art compounding pharmacies in Swedesboro, New Jersey and Scottsdale, Arizona, in its Wedgewood Connect 503B Outsourcing Facility in San Jose, California, and its Wildlife Pharmaceuticals/ZooPharm facilities in Colorado and Wyoming Connect with Wedgewood, Dan Rowan, and Jodi Donohue: Website: WedgewoodPharmacy.comFacebook: facebook.com/WedgewoodPetRxTwitter: twitter.com/wedgewoodpetrxDan Rowan on LinkedIn: linkedin.com/in/danrowanJodi Donohue on LinkedIn: linkedin.com/in/jodi-donohue-41a4252 Don’t forget to download your free guide! Discover The 5 Business Benefits of Empathy: http://red-slice.com/business-benefits-empathy Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria’s brand strategy work and books: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossLinkedIn: Maria RossInstagram: @redslicemariaTwitter: @redsliceFacebook: Red Slice