Problem
Obtaining the Real Voice of the Customer
Application
Enhancing
focus group processes
Company
Worldwide
Electrical Power Distribution Company
Sample Steps
Meet to determine real needs of client
Train client personnel in obtaining root needs
Conduct focus group using VOCT's
Analyze data using AHP
Benefits
Very positive 24 person focus group meeting
Accurate list of real root customer needs
Very positive customer attitude in client
Real insights to proper solution criteria
Potential dismal failure turned to market leading product improvements
Anticipated 100 to 1 return on consulting investment