Realising New Commercial Opportunities
Summary
Helping global customer-experience company Percepta create exciting new commercial opportunities by embracing brand, marketing and digital.
Key Outcomes
Access to new sectors, more opportunities from existing clients and increased value in the marketplace.
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Main Activities
Brand/marketing audit and strategy, brand experience, proposition development, brand partnerships, editorial support, data visualisation, digital design, web development, copywriting, events, graphic design, ui/ux and video.
Intro
Percepta are one of the world’s leading customer experience companies. The US-based organisation has over 4400 experts working in more than 56 countries worldwide. They predominantly help global automotive OEMs, such as Ford, JLR and Volkswagen, improve stakeholder relationships. The company had achieved incredible success using their outstanding track-record, exceptional reputation and long-standing relationships to develop new business.
However, with the power of brand, rise of digital technologies and the ever-in creasing importance of social media, the leadership team decided it was time to begin embracing brand, marketing and digital activities in a much greater way, to bring the company into the 21st century and give their teams new tools for generating new business.
Naturally, we were delighted to help, and eventually formed an extremely close relationship with Percepta which lasted over several years.
These are the highlights of our work together…
BUILDING CREDIBILITY WITH CLIENTS
Percepta were able to leverage the organisation’s tremendous track record with the design and build of a digital case-study library. Launched alongside the new company website, this online resource brilliantly helped Percepta to communicate the depth of their experience and expertise to both existing and prospective clients.
CREATING A NORTH STAR
We were able to inspire clients and staff alike by creating a new company philosophy. ‘Frictionless Customer Experience’ would act simultaneously as an outstanding promise to clients, a guide for service delivery and benchmark for standards. The new philosophy and corresponding slogan would be at the heart of the company’s communications and marketing activities over several years. It was even ‘taken on the road’ by Percepta’s Global Vice President of Sales, Marketing & Client Services Alan Meldrum who extensively shared the philosophy internally and externally, nationally and internationally.
Alan Meldrum, Percepta’s Global Vice President of Sales, Marketing & Client Services speaking on-film about the importance of ‘Frictionless Client Experiences in an Ever-Increasing Disruptive World.’
INCREASING PROJECT VALUES
We were able to increase the perceived value of Percepta’s market offerings with a much stronger presentation of their services. We created a bespoke icon suite with close to one hundred service offerings being carefully re-branded. Also, the creation of newly integrated composite services tremendously helped the organisation to communicate the ‘value-add’ of their bespoke solutions.
IMPROVING CLIENT BUY-IN
The formalisation of customer-experience processes helped Percepta showcase its unique expertise and experience to both prospective and new clients.
DIGITAL POWER UP
The whole organisation received an invaluable boost with the creation of a completely new company website. The site brought together many of the innovations already already listed, was a massive step forward visually and also in terms of user-experience. The site included new features such as case-study downloads, e-mail capture and customised language translations. A great deal of work was carried out to ensure the website had a completely ‘user-centred approach.’
ADDING NEW TRICKS
With the onset of digital/social media, we helped Percepta enhance their own service offerings to clients. This included collaboration on a number of projects for Ford Motor Company Europe and their sub-brands Vignale and The Henry Ford Academy.
Final Outcomes
Significantly Increased Enquiries from the new company website.
Greater No of ‘Invites to Tender’ from companies in other sectors.
Greater Leverage in budget/pricing discussions.
New Business Development Opportunities from existing clients, previously unaware of various Percepta services.
Stronger Perceived Value of Percepta’s bespoke value-add solutions.
New Opportunities in non-automotive sectors.
Greater Retention with existing clients.
Improved Employee Satisfaction in Percepta’s many locations around the world.
Stronger Brand Value in the wider marketplace.
Increased Range of Services to present to clients.
More Organised workflows
Easier Delivery of client projects
Testimonials
“We worked very closely with THE LOFT for many years and they brought so much value to our global organisation in many different ways. Everything from overhauling our digital presence to supporting what we do with large automotive OEMs, even working very closely with myself to re-think how we present our own company’s position, philosophy and expertise. They’re always brimming with energy, ideas and a service-oriented approach to what they’re doing. We became so close, at one point, they even moved in. Very enjoyable to work with and I wouldn’t hesitate to recommend them to others.”
Alan Meldrum, Percepta Global Vice President of Marketing, Sales & Client Services
“For me, the success of our new website stems from THE LOFT’s ability to capture the essence of what Percepta does and tell our story to the wider marketplace. Our core strength lies in creating seamless experiences for our clients’ customers, and in working with the brilliant Michelle, we were able to demonstrate this through a series of captivating and eloquently written case studies. Overall, a great experience, and a fantastic new website!!”
Lindsay Morrison, Global Marketing Manager of Percepta