This much loved UK brand had lost sight of what it stood for and was becoming fragmented and confused in its delivery. This was beginning to affect its credibility and trust with consumers who no longer knew what it stood for. Ultimately, it was preventing it from leveraging its brand into the new product extensions it was trying to launch.
The VS Strategy Solution
We worked across a variety of stakeholders across the organisation and its 13 product partners to shape and deliver the change programme that targeted a consistent, branded customer experience at every touchpoint. We engaged stakeholders working across websites, contact centres and branch management and drove change across visual, experiential and written communications throughout the organisation.