MEDAEXPERIENCE, DESIGNAND ARCHITECTURE

Successful businesses understand the value of experience. Why?

Introducing Meda Experience

Welcome to Meda. The home of Experience, Design and Architecture. We’re driven by a belief that really successful businesses are built on powerful experiences.

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Because great experiences are the one thing that keep bringing their customers back.

A powerful one will deliver it in a way that is all encompassing and absolute, becoming directly and uniquely attributable to your brand alone.

The impact of truly aligned and focused delivery across products, environments, communications and staff is palpable.

It is here that Meda excels, defining and designing cross-channel experiences that span the physical and digital worlds, providing coherence and focus around a shared vision for how you want customers to experience your brand.

We have a clarity of process and purpose that will provide direction, filter out the unnecessary and secure a route to legendary status.

Your customers’ experience is the ultimate and finite judgement of your brand. Getting it right will achieve increased conversion, retention and advocacy.

A good experience will consistently deliver the right product with the right message, in the right place at the right time, through people who are advocates of the brand.

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The gap

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Your brand and product offer ?

Your customer experience

So how does the reality of what your customers encounter compare with what you project as a brand?

In our experience the constant frustration at this gap and its widening is very evident to brand operators yet the gap itself is rarely clearly identified, quantified and then rectified.

Without the clear definition of a rationalised experience strategy and implementable experience propositions there will be little change beyond a further widening of the gap as marketing departments push the brand further away from the reality of the retail network's ability to deliver.

With ever increasing above-the- line, and more recently, tactical campaigning by brands, there is a growing disparity between the expectation of consumers when coming into contact with a brand and the reality of that encounter.

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From 'many' to 'one'

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What will close the gap between perception and reality?A powerful experience strategy.

Their customers, however, only ever see their businesses as one entity from the outside in. From aspiration through to fulfilment, they’ll experience brand, product and service through multiple channels and will interact with each channel at a different time or place depending on their need and mindset.

At Meda we believe the only solution for these businesses is a vision and strategy for how their customers experience their products and services that cuts across the silos, one that looks at product fulfilment from the customer perspective as an aligned experience across multiple channels and touchpoints, as opposed to business units.

Far from incurring yet more budget hungry projects, the development of an experience strategy is about optimising current assets and resources, ensuring that every point of interaction with your customers is targeted, relevant and aligned to an overall shared vision.

In short, a means of delivering an experience that is far greater than the sum of the parts.

From the frustration expressed by clients, we know that the organisational structures within their businesses can often work against the delivery of a seamless experience from the perspective of their customers. The very people responsible for delivering one over-arching, integrated and aligned experience often find themselves working within individual business silos on strategies generally driven from the inside out rather than outside in.

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" Treat customers as you would a guest in your own home" Lexus

"Deliver the performance of a lifetime" Kawasaki

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How will you ensure your experience is compelling?By embracing a powerful experience proposition.

Once identified, getting all the parts working right all the time can be a challenge in itself, but to truly differentiate and put clear ground between yourself and your competitors, you need a proposition for how you ‘get it right’ in a way that, in the minds of your customers, is always directly attributable to your brand and product offer alone.

To be really powerful the proposition for your customer experience should be instantly ‘get-able’, guiding the manner in which your experience is delivered.

A simple idea that everyone can identify with and act on right away.

From the customer point of view, there are always fundamental things that need to be ‘got right’ no matter what. They may be small and seemingly insignificant to you but can make the difference between ‘sold’ and ‘not sold’ to them. Understanding what those things are becomes the basis of any experience strategy.

How to get from here...

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How your customers will experience you in the future...in the future...in the future...

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X

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...to here.

How do you deliver the right experience?By defining your world, how it should be experienced & navigated.

So what is your desired retail and service experience? Not just in-store but across all touchpoints? At which key points could you make a real connection with the customer and what would the benefit be? What ‘tools’ are required and how do these enable your staff to engage and interact with your customers more effectively? Only then can you identify the gaps between where you are and where you ideally need to be.

The ultimate goal is to capture anddefine those moments that in time can become the stuff of legend. Sometimes these may seem simple or obvious but because they have been thought about from the perspective of your customers’ needs and followed through consistently, they become memorable. It is often the small but considered moments rather than the grand heroic gestures that create the impact. One that can be owned by you over the years to come and most importantly, one that will turn a prospect into a loyal advocate.

An experience strategy is the means by which you can define and deliver your desired customer experience. A map to navigate by, moving you from your current position to the point where you want your experience to be. A means by which to achieve, not just the efficient, but the effective alignment of your places, messages, people and processes relative to both experiential value and revenues.Ultimately it will enable you to deliver a retail experience that will be unique & directly attributable to your business alone.

When customers interact with any one of your touch points or channels they enter your world. It could be 5 minutes on-line, 20 minutes in your retail store or 10 minutes responding to a follow-up customer service survey. These three touch points are the customer-facing manifestation of what are in all likelihood three different strategies within your organisation, at either local or global level. However the customer will only ever think of it as one world. Until you define what your world is like to experience as a customer, you won’t be able to deliver it.

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...to here.

Your experience strategy.Your future history...

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Here’s some brief examples of what we’ve done and for whom;

What we offer;- Research and benchmarking - Experience strategy - Experience vision & proposition- Journey mapping - Experience narrative- Experience toolbox- Standards definition- Guidelines development- Management programmes- Learning and development.

Infiniti Europe The reward of individuality

In 2008, Nissan decided to launch Infiniti, its premium brand, into Europe, the world’s most discerning market.Meda was appointed to adapt their existing US retail concept for European implementation including retail strategy, format planning, architecture and environmental deign. We also developed their uniquely integrated customer experience.

Kawaski UK The performance of a lifetime

Kawasaki commissioned Meda to help them deliver a uniquely differentiated experience through their retail network, one that reflects the positioning of the brand, supports advancements in product range and ultimately drives business performance.Through research, benchmarking and automotive insights we mapped a new customer journey and experience, supported by a reworked sales process and experience resource guide.

Deyaar Development UAEConnecting with your future

Meda were appointed by Deyaar, a leading Dubai real estate company, to deliver a unique retail experience in a very competitive market. We helped close the ever increasing gap between how customers experienced the brand on-line, over the telephone and in the sales centre itself. The definition & design of the Deyaar experience provided an over-arching strategy that would surprise and delight customers, keeping the brand front of mind.

CONNECTING WITH YOURFUTURE

Messages People

Customer

Places

Your experience

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How do you deliver one seamless experience through multiple channels? By keeping it simple.

A straightforward approach, however, that delivers. The efficient yet effective alignment of the places where customers encounter your brand, the way in which the experience is delivered through your people and the messages that communicate your products, will ultimately create real value and benefit to your bottom line.

Places, messages and people. A simple but robust way of thinking about the means through which you can deliver a powerful customer experience.

Thinking about the fundamental means through which an experience is delivered, in terms of places, messages and people, is an uncomplicated way of providing a focus and clarity on how your brand and products are interacted with from the customers’ perspective.

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Current climates dictate a more robust approach to the design of your consumer channels.

Our belief in the value of a strategic approach to the experience means that the spaces and places we design deliver much more from the investments made, creating greater impact and return.

Spaces and places that are designed to deliver an experience in the context of an overall experience strategy will provide a more powerful solution than those designed in isolation of the other channels.

The creation of clear and compelling experiences across every touchpoint that are relevant, genuine and personal will produce an emotional response far more powerful than rational thought or choice alone.

As an immediate and tangible expression of what your people, culture and products uniquely have to offer, your spaces and places need to be unforgettable for the right reasons.

Places.Where reality bites.

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Here's some brief examples of what we've done and for whom;

What we offer;- Customer journey mapping- Retail design and planning- Experiential design- POS/POP design- Digital interactive design- Retail identity design- Signing and wayfinding.

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Lexus Europe Contemporary luxury retailing

With the European launch in 1996, Toyota called on us to design and deliver the Lexus retail branding programme across Europe. By applying our extensive retail and automotive experience, high-level strategic and creative approach, our designs for the various types of retail showrooms, product launch environments and point of sale fixtures has enabled the delivery of an experience that remains a benchmark within it's sector even today.

Infiniti Europe Effective solutions for a premium brand

In 2008, Nissan decided to launch Infiniti, its premium brand, into Europe, the world’s most discerning market.Meda was appointed to adapt their existing US retail concept forEuropean implementation including retail strategy, format planning, architecture and environmental deign. We also developed their uniquely integrated customer experience.

DSG / CometThe Living Room

Comet Group plc, the UK’s strongest retailer of large format TVs, saw a gap in the Home Cinema system market in the UK.

We helped them define, design and deliver a unique in-store proposition to rival the competition, naming (and extending) the concept and designing the identity, point of sale and all aspects of the space.

Getting your message out has never been easier.

With so many channels available and the competing demands on your audiences, knowing which message will work best and what they’ll listen to and value, means having to cut through with new approaches to communicating.

Using visual and verbal strategieswe create powerful images and develop compelling languages so you can be more clearly perceived and better understood.

By defining the communication journeys, we can map what your audiences need, creating frameworks to judge where they’re looking, what they are looking for and the best means of providing them with it.

Our approach means you can manage the development of all your organisation's materials, across departments or divisions, supported by practical guidelines. Encompass-ing everything from online to on site, from internal communications to investor relations, a visual strategy will simplify, align and target more compelling communications.

Messages.Better strategies for being seen and heard.

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Here's some brief examples of what we've done and for whom;

What we offer;- Communication strategy- Visual language development- Identity design- Marketing communications - Digital media - Information design - Signage and wayfinding- Internal communications - Brand management.

Minoli TilesIdentity and marcomms

Implemented through a long term strategic marketing programme to reposition the brand as a customer-focused, forward thinking organisation, we developed the new brand identity and applied it throughout marketing communications, the distribution centre, a re-designed showroom, vehicle livery, signage, internal staff communication programmes and uniforms.

Japan Tobacco Industries Lighting up the 'dark market'

Faced with the challenge of a future (driven by European-wide legislation) where tobacco retailing faces a complete ban on any written message, how to identify your brand? This scenario planning exercise and 'future standards' project explored the options for just that.

Liberate PartnershipLiberating the dealership network

Identity, web and printed sales collateral for the partnership delivering a brand-new approach to the automotive sector - a funding and management vehicle for dealership development. For more information, visit www.liberatemynetwork.com

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The days when organisations are forgiven for poor service and badly informed staff are well and truly over.

Your customers sit in judgment daily and have no qualms about passing their negative thoughts on, incrementally and with very significant commercial impact, as a direct result of the social networking world in which we now live.

Modern organisations know this, and as a result, are slowly evolving. The really successful ones understand that any vital transformation needs to first start from within before ultimately being expressed outwardly across every touchpoint of the business.

The people who deliver your experience can make or break your reputation.

Insight and experience enable us to tailor creative learning programmes that ensure your clients and their employees have the necessary skills, knowledge and attitude to move your business forward in line with the desired strategy for your experience.

We bring unique approaches to help diverse organisations communicate and engage with their multiple stakeholders, delivering experiences that truly differentiate.

People.Whose reputation?

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Nissan LEAFProduct launch training

For the UK launch of Nissan's unique plug-in electric vehicle in 2011, we created 'Powering Up', a training programme for the brands new EV sales experts.

The training session's collateral materials all feature the battery icon to reinforce the cars unique powertrain.

Here's some brief examples of what we've done and for whom;

What we offer;- Market research & benchmarking- Assessment centre development & delivery- Competency frameworks- Trainer & facilitator materials- Train-the-trainer programmes- Distance learning programmes- Coaching & mentoring- Organisational engagement- Roadshows & regional events- Conferences & team workshops.

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Mitsubishi MotorsA model for all markets

We have been a close partner of Mitsubishi Motors Europe since 2001, a relationship originally born from a brief to help develop and implement a European product training strategy.

Most of their 26 markets did not have training managers and were not under obligation to use any of the centrally developed programmes. Now virtually all European markets implement our centrally developed programmes locally.

Porsche UKPorsche the Experience

Porsche went through a period of ‘doing what needs to be done to survive’ during the economic downturn but it was always clear that their future success lay in exceeding their customers’ expectations rather than simply ‘selling the product’.

We have created a stepped training programme, working with everyone from Centre Principal to Service Advisor.

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Just some of the brands, manufacturers, distributors and dealer groups we've worked with.

All identities © their respective owners

A core strength of the business is our work within the automotive sector.

Having worked with more than 30 top brands in the sector over the last 25 years, you could say we lead the field in automotive retail experiencesand our team has been behind some of the most memorable developments in the industry.

Some of us come from client-side careers with manufacturers, groups and dealers. And we’re still at the forefront having most recently created a new benchmark retail experience for Infiniti in Europe.

However we’ve worked for many different brands in a broad range of sectors outside automotive including retail, FMCG, leisure, professional services, technology, luxury goods, construction and finance.

This provides a critical influence in our approach as the customer does not discern by sector when judging the value of their experience.

Working with brands you know and shaping the experiences of the future.

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Our one constant goal is to think ahead of the customers' expecta-tions.

This means we will continue to benchmark in the delivery of the powerful experiences of the future.

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Dealership design

Experience definition & development

Communications

Processes & training.

Infiniti EuropeNow with over 40 stores across Greater Europe.Delivering the networks' retail environment, from concept development to reality.

Nissan Europe

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Network strategy and retail planning consultancy

Facility design, formats, technical specifications and guidelines

Architecture & brand guardianship.

Lexus EuropeNow over 300 dealerships across 30+ European countries in a 12 year long partnershipDelivering the retail facility contributing to 10 consecutive Gold J.D. Power Ownership Satisfaction Awards.

Toyota Motor Europe

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Identity development

Competency frameworks

Trainer & facilitator materials

Organisational engagement

Conferences & team workshops

Nissan Leaf EVRMEuropean Launch Training Programme - ‘Powering up’.Identity and collateral for the first plug and play electric vehicle to arrive for mainstream sales in Europe.

Nissan Europe

292929 Naming and trademarking

Strategy consulting

Marcomms design and delivery

Digital design and delivery

Liberate PartnershipIdentity, web and printed sales collateral for the partnership delivering a brand-new approach to the automotive sectorA funding and management vehicle for dealership development.

Liberate Partnership

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Facility design, format, technical specifications and site liaison

Virgin CarsCreating a pioneering physical presence for the virtual Virgin brand."The best manifestation of the Virgin brand I've seen"Richard Branson.

Virgincars.com

3131 Programme consultancy

Workshop design and delivery

Point of sale design

Print design and production

JTI ScandinaviaLighting up the 'dark market'This scenario planning exercise and 'future standards' project explored the options for just that.

JTI Europe

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Identity design

Point of sale

Product launch

Retail design and project management

Elizabeth Arden DoorsBy the early 1990s, public perception of the brand had shifted from innovative to conservative.The new design was rolled out in stores across the UK and resulted in re-establishing the brand in the top-five.

Elizabeth Arden

333333 Strategic consultancy

Identity and trademarking

Marcomms design

ATL/BLT marketing and advertising design

Showroom design

Signage and livery design

MinoliOver the last 4 years, Minoli has implemented a strategic marketing programme to reposition the brand We developed the new brand identity applied across the whole communications landscape.

Minoli Tiles Ltd

34 Interior design and specification

AV design and installation

Project and cost management

Lexus VIP LoungeFor the London, Park Lane showroom, a bespoke retreatfor prospective LF-A customers and guests. Selections and AV lounge.

Toyota Motor Europe

353535 Consultancy

Art direction

On-screen design

Development and deployment

Grifols Virtual MuseumGrifols very first building right in the grounds of the Barcelona headquarters.Meda were commissioned to open it’s doors digitally, enabling the staff in offices around the world the opportunity to discover the museum virtually.

Grifols S.A.

info@experiencemeda.comwww.experiencemeda.comT. +44 (0)1628 472 000

Talk to us about your experience: MEDAEXPERIENCE, DESIGNAND ARCHITECTURE