Helping you engage with your customers

bluelatitude.net

More than 30 expertsin customer engagement

• Passionate about digital

• Strategists, planners and analysts

• User experience specialists

• Analytics gurus

• Qualitative and quantitative researchers

bluelatitude.net

We do 3 things very well

We help clientsplan and develop powerful strategies directly linked to business objectives

We transformthe multichannel experiences they deliver to their customers

We give them confidence in the delivery and ongoing performance of their activity

1 2 3

bluelatitude.net

What we do at a glanceMaking sustainable customer connectionsDelivering enduring business success

How and where do we engage with our customers?

What does great customer experience look like?

How can I optimally deliver and maximise performance?

Situation Analysis & Strategy

Brand Plan Review

Multi-Channel Planning

Capability Building

Strategy & Planning

Service Innovation Prototyping

UX Testing Interaction Design

Customer Experience

Programme Management

Performance Reviews

Analytics Set-up & Management

Performance Optimisation

Delivery & Optimisation C

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An

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Client Need Example Services

bluelatitude.net

What’s our secret?

• We put customer research and insight at the heart of everything we do

• We apply user and customer experience thinking to your strategic objectives and goals

• We use just the right amount of innovation tailored to your needs and supported by evidence

• We offer a totally transparent service uncompromised by vested interest

• We continuously track performance and suggest improvements

Well, we have five:

bluelatitude.net

Some of our clients

A closer look atStrategy and Planning

bluelatitude.net

A top 20 pharmaceutical company asked us:How can we take advantage of new multichannel approaches to sales and communication?

• 17% increase in self-reported channel understanding

• 61% net promoter score for the events

• All brand teams built multi-channel knowledge into their planning

• 100% of attendees would like to attend future sessions

Overview

What we did

We developed content and training to help build capability:

A. 6 keynote presentations over 2 events covering Multichannel marketing & key channels.

B. 30 client sharing and strategy presentations & videos produced

C. 5 group working exercises covering channel/brand prioritization and planning

D. Surveys before & after both eventsE. Produced creative and branding

assets

What this achieved

The client wanted to give its regional brand teams the confidence and knowledge to deliver a superior customer experience by embracing the new multichannel HCP environment.

A closer look atCustomer Experience

bluelatitude.net

A major US pharmaceutical company asked us:How can we differentiate a key ‘7th in market’brand with new value-added services?

Overview

What we did

The project kicked off with a customer-focused innovation workshop with key stakeholders, then:

A. 3 prototypes were put through ‘survival of the fittest’ testing

B. The winning concept was the most powerful at changing negative behaviours

C. The findings from each round were used to evolve the prototype, exclude demotivating elements and dig deeper into successful elements

What this achieved

The final prototype was not a winning concept, but the best features from each amalgamated into a single viable and validated solution that tested really positively

Winning concept was implemented in the US, and launched in Q4 2012 and will run through 2013.

The client wanted to investigate service concepts that would be appealing to both HCPs and patients, in a bid to add more value to its current Statin brand offering.

A closer look atDelivery and Optimisation

bluelatitude.net

A leading pharmaceutical company asked us:How can we optimise the performance of a European portal for healthcare professionals?

Overview

What we did

A. Created a bespoke measurement dashboard

B. Advanced analytics set up: identified which elements were underperforming

C. Ongoing measurement and analysis

D. Performance optimisation: working with the client to implement a series of recommendations for how the campaign could perform better

E. Customer satisfaction surveys

What this achieved

• Cost-per-registration decreased by 38% and cost-per-visit by 34%

• Incremental improvement over the last 2 years in efficiency and effectiveness

• Recommendations implemented have resulted in improved Net Promoter Score for customer satisfaction through this channel.

Optimise the performance of European HCP portal’s focussed on Diabetes, Oncology & CNS using data from over 60,000 HCP interactions per year

bluelatitude.net

A global pharmaceutical company asked us:How can we improve the performance of our £20m+pan-European disease awareness campaign

Overview

What we did

A. Created a bespoke measurement

dashboard

B. Campaign analytics tracking:

identified which elements were

underperforming

C. Monthly site and media performance

reporting

What this achieved

• The cost of bringing users to

the website dramatically

reduced

• Users found information far

more efficiently

• Bounces reduced by 24%

and conversions increased

by 55%

The client was eager to transition from a local agency level to an international level, to ensure the delivery of consistent measuring and reporting, in addition to cost efficiencies.

Blue Latitude Network

2-6 Northburgh Street

2nd Floor

London

EC1V 0AY

United Kingdom

T: +44 203 328 1840

E: info@bluelatitude.net