The Leadership Factor Best Return on Customer Service Investment Award

Winner 2017 - Essilor

What is the criteria for the Best Return on Customer Service Investment Award?
This award is open to any organisation that has made an investment in customer service and which has realised a quantifiable return on investment. Investment could be in process re-design, strategy, training, human resource, hardware or software. Judges looked for evidence of measurable return applied specifically to the activity which the investment enabled. Judges also recognised secondary benefits (other than financial) where these were a direct outcome form the investment.

Why did Essilor win the Best Return on Customer Service Investment Award?
Essilor has a 160-year history in supplying high quality ophthalmic lenses to the independent optometry market. Upon launching its leading-edge Varilux S Series lenses - which required opticians to measure different aspects and were more difficult to dispense – Essilor had the foresight to undertake an education process for its B2B customers. Through investing £50,000 in explanatory literature, sales of the product subsequently rose by a staggering £3million.

Where can I see more about the Best Return on Customer Service Investment Award?

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