Studies of successful innovation initiatives point to the importance of a high degree of customer interaction as part of the development process. At Wolters Kluwer, we have found this to be especially true for our online and software products. We incorporate customer needs into our product development efforts. The voice of the customer is the basis of a robust approach across the entire organization.
iLab
Creative and innovative dialog with our customers combined with an openness for using disruptive technologies led to the development of Wolters Kluwer Health’s UptoDate’s Practice Changing Updates, highlighting new recommendations that could change clinical practice.
Net Promoter Score®
Enables us to measure the customer satisfaction with our products and services. On this page you see a part of the customer study for one of our products, Leggi d’Italia Enti Locali, a reference product for local governments in Italy. We measured customer satisfaction and experience at multiple levels, looking at the criteria that customers define as more or less relevant and measuring how we are ranked compared to competing products. Leggi d’Italia Enti Locali scored significantly higher than the competition, with a score of 39% above the other products in the same category and customer segments. The Net Promoter Score was introduced by Reichheld in his 2003 Harvard Business Review article ‘One Number You Need to Grow’. Wolters Kluwer has used the NPS methodology for several years, as part of our measurement of customer satisfaction.
Rainmaker
A program launched with more than 900 customer interviews in one quarter conducted by senior executives at Wolters Kluwer in Germany. This helped us deliver leading-edge solutions that address customer needs.
Global Innovation Board
Created as a partnership of external CEOs, technologists, consultants, academics, innovation experts, and internal executives to serve as the judges of the Global Innovation Award.
Innovation Dashboard
Developed to evaluate the progress of our innovation programs. Using an innovation dashboard helps to measure and monitor innovation just like other processes within the company.
Global Innovation Award
Last year, we launched the annual Global Innovation Award. In 2012, we will introduce Innovation Tournaments, inspired by Dr. Karl Ulrich’s work at Wharton University. See Taking It to the Next Level for a discussion between Dr. Karl Ulrich and Andres Sadler, Senior Vice President of Strategy at Wolters Kluwer.
