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How J.D. Power Helped KARL STORZ Make Over 300 Process Improvements and Increase Revenue 70% Since 2011 

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KARL STORZ needed to build a customer experience strategy the whole company could get behind. With J.D. Power’s guidance, they were able to break down silos, streamline processes, and put their customers at the heart of everything they do. Since joining the J.D. Power Customer Service Certification Program in 2011, KARL STORZ has implemented over 300 process improvements. The results:

70% increase in sales revenue since 2011
171% increase in average customer spend
Certified 11 times

Watch Marian Favors, Executive Director of Customer Support Operations at KARL STORZ, talk about her team's experience with the J.D. Power Customer Service Excellence Program.

“Getting certified every year has helped us to get better at what we do. There’s just so much value in going through the evaluation process. We’ve learned so much about how to improve the customer experience over the years.”
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Marian Favors

Executive Director of Customer Support Operations, KARL STORZ

Engagement Background

The Challenge

Siloed communications and lack of customer-centric infrastructure made it difficult to provide the best experience possible for their customers.

The Strategy

With Voice of the Customer (VoC) data and expertise from J.D. Power, the KARL STORZ team was able to build a company-wide customer experience strategy. They’ve made continuous improvements to their  technology, processes, and infrastructure to achieve ongoing operational excellence that puts the customer at the center of everything they do. Since 2011, with J.D. Power’s help, they’ve made over 300 process improvements.

Read the full case study to learn more about this engagement.

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