How we helped a global 50 law firm hear the voice of its customers
THE CHALLENGE
Client was a major law firm that had relied on partners to provide assessment of client relationships and wanted unbiased feedback. Marketing-Comms department wanted guidance on how best to launch a customer experience pilot that would get firm buy-in and yield meaningful insights.
INDUSTRY
Legal
PROJECT DURATION
8 WEEKS
THE APPROACH
Mod Op Strategic Consulting provided guidance on how to rapidly launch a VOC program, covering goals, measurements, methodology, survey questions, cadence and platform. Mod Op Strategic Consulting worked with client to quickly map out a pilot program with measurement criteria and expansion options.
THE IMPACT
VOC team was able to break down internal resistance and launch a pilot program on-time and on budget. VOC today is an integral part of the firm’s customer operations and has led to significant insights and improved client experience.
“Mod Op Strategic Consulting’s pragmatic and operational focus helped us win approval for a VOC pilot and then evolve that pilot into a successful ongoing VOC program.”
– Chief Marketing Officer
