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New methods, tools and
technologies to gather Voice of the Customer data more swiftly
and cost effectively
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Bank of
America’s deployment of VOC methods and tools to plan and
execute its highly successful merger with FleetBoston Financial
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Motorola’s Early
Stage Accelerator Team’s successful application of VOC and DFSS
and its resultant impact on improved product success rates
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Practical tips for integrating Six
Sigma and VOC – when and how to get started and key strategies
for gaining cross-functional support
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Critical steps for successfully
implementing your VOC program globally
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Sprint’s use of
customer insights to transform its retail venues into unique,
compelling and lasting brand experiences for its customers
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The value of creating and engaging
user innovation
communities and effective strategies to integrate user
developed innovations into standard product offerings
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How to use VOC research to drive
portfolio management and innovation decisions – ensure that
customer value is top of mind throughout the development process
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Models to ensure that customer
insights are validated and effectively translated into
actionable product requirements
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How
Dunkin Brands
extensive consumer research efforts enabled them to create a set
of products that not only met customer taste requirements, but
also added great depth to its brand identity and exceeded
financial projections
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How to determine whether
quantitative or qualitative (how much of each) VOC methods and
tools are more appropriate for decision making in your company
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Pitney Bowes’
successful combination of observational consumer research
techniques with iterative prototyping to identify and validate
unvoiced customer needs
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Marriott International Inc.’s
successful creation of a guest based blueprint for each of its
brands by gathering consumer insights from multiple venues and
effectively translating those insights into new product and
service innovations
