AMO
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Service Innovation at Abbott Medical Optics
Abbott Medical Optics (AMO) was losing customers due to poor customer service. The company, a strong technical innovator, knew it needed to apply the same scientific rigor to service innovation. Working with Strategyn, AMO used the Outcome-Driven Innovation process to discover unique service innovation opportunities.
Understanding the customers needs, Strategyn led a team of AMO sales, technical support, customer service, accounts payable, logistics and IT infrastructure managers through the process of developing innovative solutions to satisfy the most promising opportunities.
The result? AMO realized a 10 percent increase in its Net Promoter score and a 14 percent increase in its customer loyalty index in the year following the introduction of the new innovations -- and won a prestigious award for world-class customer service.
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