Case Study: James Latham drives new customer growth with The Think Tank

James Latham drives 26% more new customers with The Think Tank

James Latham, a leading UK and Ireland independent timber and panels distributor, faced the challenge of proving its long-standing reputation for exceptional service with hard data. The goal was to win over non-trading customers and drive winter growth without sounding boastful. The vendor, The Think Tank, was engaged to help address this.

The Think Tank designed and managed a customer survey to gather evidence. Using the positive feedback, they created the "Think You Know Great Service?" campaign, which included a video, landing page, and digital collateral. This strategic approach led to a 26% increase in new customers, a 41% rise in enquiries, and the reactivation of 130 dormant accounts. The campaign also provided valuable operational insights and won a marketing award.

James Latham