At Blue Latitude we help our clients optimise levels of customer engagement at every touchpoint. Find out how.

1. Helping you engage
with your customers

2. More than 30 experts
in customer engagement
• Passionate about digital
• Strategists, planners and analysts
• User experience specialists
• Analytics gurus
• Qualitative and quantitative researchers
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3. We do 3 things very well
1 2 3
We help clients We transform We give them
plan and develop the multichannel confidence in the
powerful strategies experiences they delivery and ongoing
directly linked to deliver to their performance of their
business objectives customers activity
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4. What we do at a glance
Making sustainable customer connections
Delivering enduring business success
Client Need Example Services
Situation Analysis Brand Plan
& Strategy Review
How and where do we Strategy &
Customer Research
engage with our customers? Planning
Multi-Channel Capability
Planning Building
Analytics
Service
Innovation Prototyping
What does great customer Customer
experience look like? Experience
UX Testing Interaction Design
Programme Performance
Management Reviews
How can I optimally deliver Delivery &
and maximise performance? Optimisation
Analytics Set-up Performance
& Management Optimisation
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5. What’s our secret?
Well, we have five:
• 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
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6. Some of our clients
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7. A closer look at
Strategy and Planning

8. A top 20 pharmaceutical company asked us:
How can we take advantage of new multichannel
approaches to sales and communication?
Overview
The client wanted to give
its regional brand teams
the confidence and
knowledge to deliver a What we did What this achieved
superior customer
experience by embracing We developed content and training to • 17% increase in self-
the new multichannel help build capability: reported channel
HCP environment. understanding
A. 6 keynote presentations over 2
events covering Multichannel • 61% net promoter score
marketing & key channels. for the events
B. 30 client sharing and strategy • All brand teams built multi-
presentations & videos produced channel knowledge into
C. 5 group working exercises their planning
covering channel/brand prioritization
and planning • 100% of attendees would
D. Surveys before & after both events like to attend future
E. Produced creative and branding sessions
assets
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9. A closer look at
Customer Experience

10. A major US pharmaceutical company asked us:
How can we differentiate a key ‘7th in market’
brand with new value-added services?
Overview
The client wanted to
investigate service
concepts that would be
appealing to both HCPs What we did What this achieved
and patients, in a bid to The project kicked off with a The final prototype was
add more value to its customer-focused innovation not a winning concept, but
current Statin brand workshop with key the best features from
offering. stakeholders, then: each amalgamated into a
single viable and
A. 3 prototypes were put through
validated solution that
‘survival of the fittest’ testing
tested really positively
B. The winning concept was the most
powerful at changing negative Winning concept was
behaviours implemented in the
US, and launched in Q4
C. The findings from each round were
used to evolve the 2012 and will run through
prototype, exclude demotivating 2013.
bluelatitude.net elements and dig deeper into
successful elements

11. A closer look at
Delivery and Optimisation

12. A leading pharmaceutical company asked us:
How can we optimise the performance of a
European portal for healthcare professionals?
Overview
Optimise the
performance of
European HCP portal’s What we did What this achieved
focussed on
Diabetes, Oncology & A. Created a bespoke measurement • Cost-per-registration
CNS using data from dashboard decreased by 38% and
over 60,000 HCP B. Advanced analytics set up: cost-per-visit by 34%
interactions per year identified which elements were • Incremental improvement
underperforming over the last 2 years in
C. Ongoing measurement and efficiency and
analysis effectiveness
D. Performance optimisation:
working with the client to implement • Recommendations
a series of recommendations for implemented have resulted
how the campaign could perform in improved Net Promoter
better Score for customer
E. Customer satisfaction surveys satisfaction through this
channel.
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13. A global pharmaceutical company asked us:
How can we improve the performance of our £20m+
pan-European disease awareness campaign
Overview
The client was eager to
transition from a local
agency level to an
international level, to What we did What this achieved
ensure the delivery of
consistent measuring A. Created a bespoke measurement • The cost of bringing users to
and reporting, in addition dashboard the website dramatically
to cost efficiencies.
B. Campaign analytics tracking: reduced
identified which elements were
underperforming • Users found information far
C. Monthly site and media performance more efficiently
reporting
• Bounces reduced by 24%
and conversions increased
by 55%
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14. Blue Latitude Network
2-6 Northburgh Street
2nd Floor
London
EC1V 0AY
United Kingdom
T: +44 203 328 1840
E: info@bluelatitude.net