Situation
The 2nd largest communications group in the world, Publicis Groupe has experienced first-hand the impact of technology on service, consumer behaviour and marketing. To adapt to the connected age, they have reinvented themselves by moving from a Holding Company to a Platform through their Power of One Approach.
This radical transformation puts clients at the centre to facilitate access to Publicis’ services in a fast-moving environment. For this bold brand promise to be met, client-centricity has to live and breathe through every client-facing person and in every client interaction.
Solution
In 2023, Publicis Groupe UK tasked True & North with helping their senior client-facing population and rising stars to build more client-centric behaviours. Our Client-centred Thinking methodology has been deployed with teams across 22 different Publicis Groupe UK agencies, enabling them to strengthen their relationship with clients and, in turn, drive growth.
Our relationship has continued to evolve through 2024 and 2025, with our Negotiation Demystified and Leading Change workshops added to their general curriculum.
The results
73 NPS
Net Promoter Score measured across 5 Client-centred Thinking workshops delivered to a senior cross-agency audience
4.7 / 5.0
Building a Client-centric Culture
“It’s brilliant, my entire perspective towards handling the brief has changed.” Zenith learner
High-Engagement
“One of the most practical and actionable trainings I’ve been to.” SalterBaxter learner
Publicis Groupe UK
