Voice of the Customer

Leah Hoffmann

A global financial services company was transforming the way it made decisions about product development and funding. The goal: to more tightly incorporate customer feedback into the process. The challenge? The team lacked the expertise to complete the transformation, and it was taking too long to find a permanent hire who was experienced enough to lead a major Voice of the Customer initiative.

Business Talent Group put together a plan that would enable the client to move quickly while still laying the groundwork for long-term success. We assembled a tight, three-person team headed by a Voice of the Customer expert. With support from two junior consultants and selected internal team members, she developed and executed the new methodologies. Once the processes were in place, the client was able to rely on less experienced resources to maintain them going forward.


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