Re-build of the customer promise for a worldwide brand

Project outline

Project to define a new worldwide brand promise based on a strong commitment and significative compensations

Project approach

  • Building and animation of a governance and a dedicated taskforce cross-departments
  • Drawing of a methodology and a workload planning
  • Analysis support: benchmarks of competitors and other sectors, diagnosis of the existing
  • Organisation, administration and analysis of qualitative customer surveys (Focus group) and quantitative surveys (e-surveys) in 4 countries (screening, brief and management of a specialised provider)
  • Description of a costing model for the implementation and the exploitation
  • Preparation of PoCs in 3 countries (communication, deployment process, training, IT changes)


  • Project validation by Top Management (Group commercial director) in January 2017
  • Validation of the theme and promise adjustments by Top Management (Group commercial director) in May 2017
  • Validation of the launch of 3 PoCs countries in January 2018
  • Finale phase for the operational preparation of the 3 PoCs hand in hand with the countries’ interlocutors

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