Voice of the customer
Living Stone developed an extensive Voice of the Customer program that would ensure that the messaging was on target across all markets, before finalizing and incorporating it into sales collateral and other platforms.
Interviews conducted in local language with 28 medical professionals, in 17 countries
Managing all aspects of the project, Living Stone started with the creation of an interview guide, and shared the messaging and the guide with the selected Terumo BCT people and customers. Twenty-eight medical professionals were interviewed in web meetings, covering 17 countries: Australia, Belgium, Brazil, Colombia, France, Germany, India, Israël, Italy, Mexico, Oman, Russia, Singapore, Spain, Turkey, the USA and Vietnam.
Contacting the subjects, setting up all the appointments, doing the interviews in the local language, managing the transcriptions and translations – the project management aspect was crucial and executed to perfection.
Helen Vandebovenkamp (Senior Global Marketing & Communications manager)
Strong project management was key
Living Stone organized all contacts, scheduling and interviewing. All the interviews were conducted by Living Stone, in the local language, through Living Stone’s worldwide network of native copywriters. Transcriptions were prepared in the local language and translated to English, with all reporting completed in English. The final reporting included summaries of all interviews, and recommendations on tailoring the messaging for the different markets.