Service Innovation at Abbott Medical Optics

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Case in Brief 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 c

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Service Innovation at Abbott Medical Optics

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