Essilor of America operates the largest wholesale laboratory network in the U.S. The network, which consists of about 100 labs, was built through the acquisition of independent labs and through organic growth. To preserve the type of personalized customer service that characterizes the best independent labs, Essilor uses a systematic approach to training customer service representatives and organizes them into small work units called “pods.” This approach, when combined with modernized manufacturing and distribution methods, results in what Sherianne James, chief marketing officer and senior vice president of customer experience, calls “customer intimacy.” Read More