Service Innovation at Abbott Medical Optics

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Abbott Medical Optics found it was losing customers due to poor customer service. Working with Strategyn and using the Outcome-Driven Innovation (ODI) methodology, the company
was able to:

  • Discover unique service innovation opportunities by looking at customer needs from the perspective of the job the customer is trying to get done
  • Satisfy customer needs with innovations in service delivery (advocates and regional customer care teams) and new offerings (stand-alone software)
  • Realize a 10 percent increase in its Net Promoter score and a 14 percent increase in its customer loyalty index in the year following implementation of the innovations
  • Win a prestigious award for world-class customer service