BHC uncovered enormous, damaging gaps between internal
and external perceptions of the brand.
Analysis revealed major outages in customer service and
interaction, quality control, and warning of disengagements.
In-depth probing of customers environment, pressures, need gaps,
and perceptions of competitors revealed opportunities.
Recommendations included immediate action plans, in addition to
long-term brand development goals.
With plans in place, BHC formulated mission statements and brand
architecture based on meaningful, achievable goals.