What We Do

  Customer Service

W hen a customer contacts your brand during the ownership period it is often a simple general enquiry or if there has been a problem and they require expert help. Through excellent customer care these “bad” interactions can be used to positively influence the customer. Managing these situations in the right way, will increase loyalty and as our research shows, increase sales through increased repurchase rates or immediate sales opportunities. Our Customer Service operations resulted in an increase in the volume of promoters from 12% to 21% and a reduction of detractors from 26% to 14% for a European client. Overall these changes have resulted in incremental sales of £14 million ($18,905,600.00).

Delivering better customer service.

Check out our Customer Service Case Study!

Customer Experience   

W ith a wealth of knowledge we can access tools and insight that promote loyalty among your customers and keep your business at the forefront of your industry. Your customer loyalty strategy needs to be designed to promote customer engagement and inspire brand advocacy and loyalty. Our team of customer loyalty experts can help you achieve this through a range of consultancy services. Our Customer Experience Consultancy service helped a global automotive manufacturer increase customer satisfaction by 18% and improve concern resolution by 20% over an eight week timescale and without any additional budget.

Pay Less for Increased Customer Satisfaction

Check out our Customer Experience Case Study!

Customer Insight

W ith increasingly high customer expectations it is now more important than ever to understand who your customers are, how they behave and why. Our customer insight and analysis experts can provide you with this knowledge and help you identify a series of actions to drive profitable business change.
Our customer data and insight specialists have helped a number of global brands gain a true understanding of their customers and the drivers of their loyalty. This insight has formed the basis of important business changes which has inspired further loyalty and advocacy while increasing sales.

Using Insight to Deliver Better Results

Check out our Customer Insight Case Study!

Marketing

O ur marketing services allow us to collect customer data, providing insight that can be used to offer additional services to customers, promote new products and encourage customers to remain loyal to the brand through a range of relationship building activities. Percepta offer a wide range of inbound and outbound marketing services designed to manage customer requests, generate leads and maintain an effective database for our clients.

Generating Leads for Customers

Check out our Generating Leads for Customers Case Study for more detailed information!

Welcome to the Brand

T he first interaction your customer has with your brand after they have purchased your product or service is perhaps the most important in defining the level of service they will receive throughout the brand experience.
We provide a personalized welcome service to target customer groups, allowing our customer service experts to deal with any issues that might have occurred during the sales stage, explain additional product features that might not have been covered and identify needs for the future.

First impressions matter.

Check out our Welcome to the Brand Case Study!

Social Media

T he world of communications has changed and we can help our clients deal with this change. Our social media service has been in place for several years and is globally managing customer contacts through social media forums. What are customers, prospects and other interested parties saying about your brand and products? Where are they talking? What impact is this having on customer acquisition and retention? If you are not sure of the answers to these questions then talk to Percepta. Our 4 stage program can help you understand how to engage with customers in this increasingly important area of communication.

Social Media Case Study.

Check out our Social Media Case Study for more detailed information!

What We Do

Customer Service

See how we are delivering better customer service.


Customer Experience

Pay Less for Increased Customer Satisfaction

Customer Insight

Using Insight to Deliver Better Results

Marketing

Generating Leads for Customers

Welcome to the Brand

First impressions matter.

Social Media

Seamlessly connect with your via the networks they choose.

Who We Are

P ercepta manages multi-channel customer contact centers around the world for global brands. Our services will generate awareness of your brand, manage leads through to sale and support the interactions that occur once the customer has purchased your service or product. Our mission is to design and deliver high value business solutions that create and sustain customer loyalty for our clients. Percepta leadership provides a broad range of experience and knowledge in the field of customer contact, relationships, and loyalty. Our Leadership Team has been instrumental in building our organization and addressing our clients’ objectives.

Ron Chmara

Ron Chmara

The CEO

Alan Meldrum

Alan Meldrum

Senior Director

Craig Hanson

Craig Hanson

Executive Director

Sue Tasse

Sue Tasse

Vice President, Business Strategy & Global IT

Bob Lenard

Bob Lenard

Chief Financial Officer

Kristen Baker

Kristin Baker

Vice President Global Human Resources

Who We Are

Ron Chmara

Ron Chmara

The CEO

Alan Meldrum

Alan Meldrum

Senior Director

Craig Hanson

Craig Hanson

Executive Director

Sue Tasse

Sue Tasse

Vice President – North American Operations

Bob Lenard

Bob Lenard

Chief Financial Officer

Kristen Baker

Kristin Baker

Vice President Global Human Resources

Where We Are

Where We Are

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PEOPLE
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LOCATIONS

P ercepta offices and customer contact centers are strategically located around the globe to serve our clients seamlessly. With a global footprint (currently 22 international locations) we have experts everywhere to reach your customers both locally and globally. Whether its US, UK, China, the Middle East and many others we can help you reach your customers. This global footprint also allows us to leverage other locations if increased responses are required. We are fluid.


Locations

About Percepta

C onsumers now have multiple channels they can use to interact with a brand during the decision making process and throughout the brand experience. Each of these interactions are crucial to the customer’s view of the brand and can impact their advocacy and loyalty. Our services are designed to provide a personal experience across all channels that inspire loyalty during every contact. We manage multi-channel customer contact centers around the world for global brands. Our services will generate awareness of your brand, manage leads through to sale and support the interactions that occur once the customer has purchased your service or product. Our mission is to design and deliver high value business solutions that create and sustain customer loyalty for our clients. Our difference is in the way we work through the people we employ and the values by which we operate. We provide a positive working environment for our employees, customers and partners that foster innovation, empowerment, and lasting relationships.

Customer Life Cycle


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