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Brand Image: Does it meet clients’ needs?

Brand Image: Does it meet clients’ needs?. Susan McNew. The Situation. In 1998, Ceridian had a moderate advertising budget and complete collateral system. In 1999 & 2000, Ceridian went dark with all advertising and began a shift to a new internally developed collateral system.

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Brand Image: Does it meet clients’ needs?

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  1. Brand Image: Does it meet clients’ needs? Susan McNew

  2. The Situation • In 1998, Ceridian had a moderate advertising budget and complete collateral system. • In 1999 & 2000, Ceridian went dark with all advertising and began a shift to a new internally developed collateral system. • In 2002, Ceridian hired a new Sr. VP of Marketing.

  3. The Ceridian Brand Image • New logo. • New collateral system. • Small advertising budget. • New brand designed to increase curb appeal and generate greater awareness.

  4. The Opportunity • Connect customers with Ceridian’s unique value. • Promise better future for our customers. • Establish context for Ceridian business activities. • Create motivated, focused employee culture. • Separate Ceridian from the competition.

  5. The Research Question • Does Ceridian’s brand image appeal to human resource professionals’ needs?

  6. Methodology • Began with focus group of clients. • Helped test the current brand image and define questions for survey instrument. • Phone survey to 774 clients and prospects • Immediate need for results • Ability to gather verbatim comments

  7. Phone Survey • 15 – 20 minutes to complete • $1,000 cash drawing • Dun & Bradstreet database • Ceridian’s sponsorship was not disclosed • 3 weeks to complete

  8. Survey Says • All questions focused on one of the following areas: • How they currently perceive the various human resource vendors. • What vendor attributes are critical to meet the requirements and needs of their company’s benefits, payroll and human resources departments. • How/where they receive their information about new products and solutions. • Demographics about their company.

  9. Key Findings – Provider Positions % Aware of Provider on Aided Basis • Reported awareness by percentage. • ADP achieved the highest level of awareness. • Ceridian follows ADP at the next level of awareness. • Two other providers achieved awareness nearly as high as Ceridian; PeopleSoft and PayChex. • Fewer than one-fifth of the respondent companies are aware of ProBusiness, life care or ComPsych.

  10. Provider – most likely considered • ADP achieved the highest level of consideration. • Ceridian follows ADP at the next level of consideration. • Lower awareness is behind Ceridian’s lower consideration level in this study. • PeopleSoft and PayChex achieved consideration just below Ceridian but ahead of the other providers. • No other provider gained consideration among more than 1% of the respondent firms. Other Providers Less than 1% Base: 774 TotalRespondents

  11. Key Findings – Provider Positions • Ceridian is more successful among the larger segments on the key market penetration measures. • Ceridian’s awareness and consideration are particularly low among Small company prospects. • ADP’s penetration levels are strong across all of these company size segments, especially Large Midsize firms (351-1000 employees).

  12. Key Findings – Ceridian • As expected, the overall rating for Ceridian among customers is much more positive than among Ceridian’s non-customers. • Just slightly more than one-third (36%) of the non-customers gave Ceridian a highly positive rating compared to nearly six-tenths (58%) of current customers. • “Good” (the middle rating point) is the most frequent overall rating of Ceridian among non-customers compared to “Very Good” among customers. 6% 12% 4% 4% 14% 10% 30% 29% 46% 47% Ceridian Non-Customers (n=198) Ceridian Customers (n=84)

  13. Key Findings – Perceptions Top 2 Ratings of Ceridian – Customers vs. Non-Customers • As expected, Ceridian’s customers were more likely to give Ceridian positive ratings on every attribute. • Very large customer-to-noncustomer differences were found for … • Overall Rating • Data Secure/Private • Notable differences were also detected for … • Web Self-service model • Customer Support

  14. Key Findings – Perceptions Top 2 Ratings of Ceridian – Customers vs. Non-Customers • Other attributes with very large Ceridian customer-to-noncustomer differences: • Integrated Solutions • Very Flexible • Customers were also more positive than non-customers for … • Quality and Reliable • Frees HR • Easy to Use • ROI • Relatively Inexpensive • Fulfill Quickly was the only attribute where customers are not more positive than non-customers.

  15. Next steps • Ceridian now understands its position in the market. • Increasing Ceridian’s brand awareness has received management level attention. • The survey will be repeated in 2003.

  16. Questions?

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