Customer Reviews

Voices into Choices: Acting on the Voice of the Customer

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As a Research Fellow with the Procter & Gamble I purchased over 200 copies of this to provide a training framework for our people in Product Development positions worldwide who have responsibilities for understanding, and more importantly effectively translating the consumer's desires into breakthrough products. This 'manual' demystifies this very human process in exciting -not boring- formats. The processes described are those that were once only understood by a limited number of professionals. Voices into Choices makes listening, gathering, digesting, and communicating consumer needs a fundamental new skill that can be learned and mastered by an infinite range of businesses, profit and non-profit.

I have used the skills learned to map needs for several new, global P&G products, and at the same time used it for my church long-range planning process. These are core skills that seem boundless; only limited by the imagination of the person who has learned them.

Although I have recently retired from P&G, it will stay as a primer that I will continue to use my consulting business.

This book captures a process we relied on heavily at McKinsey and Co. It is a step by step guide to helping project teams understand, interpret and act upon the customers' needs. This book is helpful to anyone running a project - whether it is an internal or external project. As the president of a large business, I am ready to buy this book for my entire staff. I would be thrilled if my employees ran projects in this manner and streamlined their communication with me. One of the most useful books I have read in the last five years and hopefully one that my staff will quickly adopt as their process they use to manage.

The Voice of the Customer is an emerging discipline in global business today. "Voices into Choices" is one of the best text I have read on the subject of how to go about obtaining, analyzing and turning customer data into innovative solutions. The book is laid out in easy to follow chapters that takes you through a simple step by step process. Each chapter starts out with a one page summary of that particular step. Additionally this page is very useful to go back to as a review. At the end of each chapter is a checklist that enables you to make sure you are ready to move onto the next step. The book is conveniently wire bound to keep it open to the page you need. If you are interested in optimizing your customer research, this book is for you.

I found the book incredibly useful. I have used the method, and parts of the method, on numerous consulting engagements, and always found it generates results that are both informative and enlightening for the client.

I would strongly recommend this book as an important tool on any management consultant or facilitators desk.

I have used the Voice of the Customer and Concept Engineering processes for the past 7 years at both large and small companies and have continued to relly on this book. The process can be well adapted based on the scope of the project. The book is very cleary laid out and is an excellent reference. It is packed full of helpful tips and information. I recommend it to anyone wanting to proactively listen to their customers.

The principles used in this book are some of the most useful I have come across. In one book it allows teams to analyse a problem in a structured way, come up with solutions and make execution plans. All without the members of the teams killing in each other. The techniques allow people to do this because it is based on logic and fact instead of opinion.