Percepta are a US-based customer-experience company. With over 4400 experts working in more than 56 countries, they help global automotive OEMs such as Ford, JLR and Volkswagen Group create better relationships with stakeholders. The organisation has an outstanding reputation and an unparalleled track-record in their sector.
However, with the ever-growing importance of digital technologies, they knew they had to do more in an increasingly competitive marketplace. They were looking for a strategic partner to help them oversee a dramatic shift to redefine their marketing and client relationships.
The Results
Our work helped Percepta to…
– Gain new business opportunities with existing OEM clients.
– Build stronger & stickier relationships with those same clients.
– Command greater value for their services in the marketplace.
– Access new sectors.
– Build a more globally recognisable brand.
How We Did It
Over several years, we digitally ‘tooled-up’ Percepta for the 21st century. We achieved this by…
– Building an outstanding digital case-study library.
– Formalising the company’s approach to ‘customer-experience.’
– Re-categorising offerings.
– Creating new value-add composite services.
– Building a game-changing website and refreshing Percepta’s overall digital presence.
Throughout this time, we also…
– Documented, for the first time, smaller projects with non-automotive clients.
– Worked intimately with the Percepta leadership team to create new marketing processes.
– Worked closely together on several projects for Ford Motor Company.
This work helped Percepta to…
– Give their business development staff additional resources to up-sell and cross-sell Percepta’s services.
– Inform existing clients of new services.
– Increase the volume of online enquiries from both prospective and existing clients.
– Hand-hold prospective clients through Percepta’s way of working.
– Offer new and valuable ‘Brand-Experience’ services to OEM clients.
Producing a comprehensive and user-friendly case-study library was one of the most effective activities we carried out for Percepta. It was tremendously helpful with generating new enquiries – both from new/existing clients. The creation of this work – the formal documentation of Percepta’s track record – was a massive step forward for the organisation.
The creation of ‘composite services,’ with associated bespoke icon suite and landing pages, were also brilliant at demonstrating the value-add Percepta could provide its clients. They were another massive step forward for the organisation in how it presented its services.
A digital transformation couldn’t really be complete without a new website. The new Percepta site, similarly, was a key part of the company’s move towards digital. It had a wide range of features including the case-study library and composite service landing pages, already shown above. It also had additional features such as basic language translations for different countries where Percepta operated.
We worked very closely with Alan Meldrum, Percepta’s Vice President of Client Services, Sales and Marketing to craft a new manifesto for the business. ‘More Frictionless Experiences in a Disruptive World.’ We helped Alan spread the word at several events and even hosted him at our own event for GYP – The #GYPSeminarSeries. The attendance of these events were brilliant in giving Alan the opportunity to shape and hone his overall pitch.
A small snippet of some video recording we created of Alan laying out the rationale for ‘More Frictionless Experiences in a Disruptive World.’ We took longer-form videos and condensed them into shorter versions to help Percepta gain traction on social media channels such as YouTube.
The creation of a manifesto, narrative or wider company theme was instrumental with brand presentations providing a clear focus for everybody involved.
Several of Percepta’s customer journeys were re-purposed as marketing content with the raw IP being re-drawn, branded and honed to work for all manners of digital channels including the company’s website. Naturally there was also a digital version.
The website was designed using a ‘mobile-first’ approach. One of the most contemporary ways of designing and building websites today.
Extensive work was carried out in creative phases – particularly with the information layout and presentation. (UI/UX) We created bespoke pathways for every single user to maximise conversions from the website.
Some of the work created for Ford Motor Company. We were able to bolster and extend Percepta’s service offerings in the marketplace.
The work for premium brand Vignale, in particular, was very well received. The main idea being that automotive OEMs can be ultra-creative in providing the richest experience possible in today’s digital world. Great customer-experience causes more people to talk about a brand and command greater loyalty with customers. Thus, providing a more potent vehicle for lead generation and re-sales than traditional marketing.
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