Beth Thomas-Kim

As Head of Consumer Services for Nestle USA since 2000, Beth Thomas-Kim has successfully repositioned the consumer support operation from that of negative cost drain to one of an integrated strategic asset. Seizing on the classic under-utilization of this critical, easily accessible and dynamic resource, Ms. Thomas-Kim re-educated and then collaborated with her marketing colleagues to integrate the voice of the consumer (literally) into business decisions. This has resulted in a clearer understanding of the consumer, actionable insights and more effective business decisions. Her creative programs are more successful because she uses classic techniques to market them internally to gain the interest and support of her colleagues. Nestle no longer views the department or the information collected as anything but pure gold.