Intuit Quickbooks Customer Care Strategy

Bronze
2012

Designers partnered with Intuit QuickBooks to create a new approach to customer service that centers around one key shift: moving from providing support to providing care. This approach includes a new set of practices and norms for employees, extending beyond the customer interaction itself and creating cultural change within the organization. This cultural shift has enabled successful implementation and dramatic improvements in customer care.

Creduts: IDEO design team with Intuit
Client: Intuit
Contact: Andrea Pomerance: apomerance@ideo.com