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(LB), founded in 1935, has become one of North America’s top advertising agencies with an outstanding reputation. Leo Burnett is highly focused on client relationships and customer satisfaction. However, LB’s current client relationship with Ontann Beauty Care (OBC) is presently at risk. OBC, a major client, has hired LB to launch its new “Forever Young” product line. Two test markets were established and while the Asian market was successful, the North American market, stationed in Toronto, is performing below standards.
I have determined that the poor performance of the Canadian team is largely due to ineffective communication between the global LB office in London and the local satellite in Toronto...
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