Read the following cases and see how our clients tapped on our expertise and benefited from the value of our services.
As our advice is strategic and sensitive, we prefer not to disclose the names of clients featured in the cases.
Our client is an international consumer electronics manufacturing firm specializing in IT and imaging equipment. The firm started out in the mid-1930s with the vision to make the best product in the various categories. It is now a renowned brand in digital imaging industry.
Adding to an already superior line of products, our client in Singapore wanted to differentiate itself further by becoming the undisputed leader in customer service in the Asian region.
Blue-dge was commissioned to design and undertake comprehensive actionable customer insights studies in the Asian countries (including Singapore, Indonesia, Malaysia, Thailand and India) to learn about what our client could do to lift the level of customer service at all their service centres to the next level.
In addition, our client needed to know their competitive position in the area of customer service relative to their major competitors. This allowed our client to work on improving their service to a competitive level and keeping their customers delighted.
The Blue-dge team designed a customer experience insight’s framework that allowed our client to know its strengths and shortcomings, which were pivotal to its customers’ satisfaction.
In addition to the insights required by client, the Blue-dge team found the customer base to lack homogeneity and subsequently identified a few customer clusters which needed to be analysed separately.
Operational strategies that fell in the domain of customer relationship management and partner relationship management were recommended following the findings. As a consequence of the insights obtained, new key performance indicators (KPIs) were developed for the company.
In the second part of the framework, Blue-dge undertook benchmarking studies to determine how well the firm was doing relative to its competitors.
Based on the insights obtained by Blue-dge, our client made significant changes to its operations in Singapore. KPIs recommended were implemented, resulting in the firm’s focus that is aligned to customers’ needs.
Our client’s market share grew significantly, evident from the Net Promoter Score which tracked customer experience directly. In the range of product categories examined, benchmarking studies in 2012 showed our client’s Net Promoter Score exceeded the nearest competitor by more than twenty percentage points.
In the same study, it showed the customer satisfaction and customer experience of the firm is significantly higher than other competing brands. This firm’s brand has more advocates than any other competing brand.
Our study showed not only what they should focus on but also on how it should be undertaken (the operational aspects).
Our client extended the Blue-dge’s Customer Experience Enhancement Framework across its markets in Asia, such as Thailand, Malaysia, Indonesia and India, and at regular intervals to monitor for changes in its customers’ experience.
Our client is a large international investment firm in land banking. It is one of North America’s most experienced real investment groups. It has offices in Canada, Asia and coverage throughout the United States, as well as Hamburg and Germany. It focuses on the purchase of strategically located underdeveloped land in the path of growth of major North American cities. It makes land-based opportunities available to investors. It has over 60,000 clients from around the world and manages over 50,000 acres of land assets in North America. For over 30 years, our client syndicates land to investors in Asia and the rest of the world.
To complement its excellent land products, it wanted to also become a customer service leader. It wanted to move away from being sales oriented to becoming experience orientated.
Blue-dge was commissioned to advice, design and undertook a comprehensive actionable client insights study to learn about their clients experience and to recommend what they should do to lift that to a higher level to raise customer satisfaction and loyalty.
Blue-dge designed a customer insights framework to raise its clients’ experience. It divided the customers into two groups, experienced investors and non-experience investors. For each of these clusters, the Blue-dge team examined and developed a comprehensive model to identify the following.
- The shortcomings in our client’s services so that they could be rectified
- The service attributes that were important to both customer groups (using data modelling methods) so that more resources could be allocated to improving on ‘key drivers’ of customer satisfaction. Key performance indicators (KPIs) were created for the managers and consultants of the company to direct efforts to enhance customer service.
Transformation began for the company. With the support of our client’s senior management team, the KPIs were implemented and consultants focused on the important areas. Buy-in was not immediate but took time for implementation. Presentation was made to different groups of managers with different focus to achieve the overall intended goal as indicated by the insights.
The sales revenue of our client grew significantly. Its Singapore branch is now its fastest growing office worldwide.
Blue-dge remains committed to the improvement of our client’s customer service. There remains a close working relationship between the senior management team and the Blue-dge team. Blue-dge continually provides insights support and advice to further improve on their customer experience.
Our client is the Hong Kong branch of one of the world largest and most respected, independent, global, nature conservation organisation originated as a small group of committed wildlife enthusiasts. It is supported by 5 million people and active in over 100 countries on five continents.
In the Hong Kong branch, our client works to conserve Hong Kong’s rich wildlife biodiversity and unique habitats. It works around the region to protect local ecology and educate the public through extensive conservation programmes and initiatives.
Our client is dedicated to building a future of man living in harmony with nature, hence it sought to understand its donor segments to better engage and garner support from the local community.
With deeper understanding of donors it hopes to focus effort on aspects that would effectively raise awareness and support through active participation in events, activities and donation drives from individuals and corporations.
Our Blue-dge team designed a donor experience insight’s framework that allowed our client to find out the following.
- The strength and shortcomings in its programmes and initiatives,
- What were the attributes important to donors and potential donors, and
- The donors’ and the public’s perception of the organisation and its competitive positioning among its competitors vying the same donor base.
These insights allowed the performance and importance of service attributes to be examined so that priorities of actions can be recommended. The insights also provided a good understanding of how the organisation was perceived and the expectations from its donors and non-donors.
Based on the insights obtained by Blue-dge, our client made significant changes to its event programming and initiatives to effectively encourage and garner stronger support from the Hong Kong community.
It better understood its competitive position among other similar conservation organisations and hence was able to work on differentiating itself.
Our client is an international consumer electronics manufacturing firm specializing in IT and imaging equipment. The firm started out in the mid-1930s with the vision to make the best product of its categories for the world and is now a renowned brand in digital imaging.
Our client was already using insights obtained by the Blue-dge team to enhance its customer service at its service centres, customer experience at all contact points, and to manage its competitive position in the market.
In addition to insights for customer experience enhancement, our client wanted to extend the use of insights to making price decisions.
Blue-dge was commissioned to determine the optimal price for its new product so as to maximise its profits and also to obtain insights to help its client grow the market share of its various products.
Blue-dge studied the market for this new product and examined the behaviour of the various customer groups identified.
An analytical pricing model was used to analyse the price elasticity of the market for it new product and to recommend an optimal price for the product using optimal pricing models.
With a better understanding of the various segments of its customers, our client was able to make the right marketing decisions when introducing the product to the market. Uncertainties and guesswork were eliminated.
Blue-dge remains committed to the improvement of our client’s marketing activities. It educates its client regularly so as to raise the insight quotient of its marketing team.
Our client is the secretariat of a women development, an extension of a labour movement. The activities of the committee are aimed at exposing women leaders to the various trade operations, and at the same time, deepen their understanding of how workers in these sectors work.
Our client wanted to understand what motivate women to join the workforce and the support needed to keep them in the workforce.
A research project was commissioned by our client and undertaken by the Blue-dge team.
A series of advanced analytical methods were employed in producing the insights. These included the use of multiple regression for the analysis of satisfaction drivers (that is, what brings about satisfaction of women in workforce), choice modelling for examining the relative importance of various forms of support to working family; and the performance - importance assessment of various support forms provided by organizations.
The insights obtained through this proposed study helped our client to better understand how married couples (both working), with at least one child or at least one family member who needs family care, share their responsibilities in the area of child/family member care and household-related responsibilities.
The study also examined the perceptions and expectations of both married men and women in these areas and consequently highlighted issues that needed to be addressed.The recommendations were implemented by the organisation.
The advise provided by Blue-dge led to a series of changes in programmes and initiatives to help women who are going back to work, employers of women, women leaders, etc.
Our client is the alumni office of a university ranked among the top 26 technology universities in the world and is well within the top 100 among comprehensive universities. It has over 30,000 alumni across the globe.
Our client recognises the importance of connecting and engaging its alumni. It is constantly challenged to organise events and activities to serve and connect its alumni members, to enhance their lives and to engage them in achieving its vision to be a world class university with excellent alumni relations.
Our client needed depth understanding of its alumni members on what motivates their participation and contribution to the alumni, their expectation of the alumni office and their satisfaction with the alumni services.
Blue-dge was commissioned to carry out the Alumni Satisfaction Study to obtain insights on its alumni’s expectations and needs.
Blue-dge employed a series of advanced analytical methodologies including partial least square regression modelling and cluster analysis to identify the different clusters of alumni members and key drivers of alumni’s satisfaction. Blue-dge provided a holistic framework for improving alumni satisfaction through actionable insights.
Based on the insights obtained by Blue-dge, our client had gained a better understanding of its alumni members. With the obtain insights, it began its initiative to enhance its alumni services to encourage greater alumni participation and involvement.
Our client is the Asia branch of a large, established research group which has more than 120 subsidiaries, offices and participations in more than 60 countries. It is one of the industry’s leading international market research firms specialising in retail audits on consumer goods.
As an extension of its retail audit services and products to its customers, our client sought the Blue-dge team to develop a customer insights product.
The Blue-dge team designed a suite of actionable consumer competitive insights for our client’s consumer electronics sector. Such insights are designed with the objective of providing actionable insights for strategic marketing decision-making.
Our client commissioned the Blue-dge team to provide advanced analytics for the actionable insights and advisory. This involved obtaining customer insights of the following nature in various Asian countries specifically in the consumer electronics industry.
- Identifying segments of consumers;
- Identifying the drivers of choice for various market segments;
- Identifying the drivers of satisfaction and loyalty of the various market segments and the various brand consumers; and
- Obtaining customers’ brand perceptions of various brands.
The Blue-dge team employed a series of advanced analytical and modelling methods such as structural equation modelling, conjoint analysis, discriminant analysis and cluster analysis, in producing the Insights.
Our client had considered extending its offering of retail audit services to include a suite of actionable consumer competitive insights for its consumer electronics customers.
The Blue-dge team is committed to support our client’s consumer competitive intelligence service.
Our client is one of the world's most dynamic science companies, creating sustainable solutions essential to a better, safer and healthier life for people everywhere.
Operating in more than 70 countries, our client offers a wide range of innovative products and services for markets including agriculture, nutrition, electronics, communications, safety and protection, home and construction, transportation and apparel. Its Singapore branch was established in 1973 and its employs more than 250 people in its manufacturing facilities, marketing and administrative office.
Our client wanted to raise its customers’ satisfaction and experience when doing business with its firm. As a B-to-B business, it needed to ensure its order fulfilment operation is able to meet its customers’ expectation.
Blue-dge was commissioned to obtain actionable insights necessary for its continuous pursuit for improvement in customer services.
Blue-dge employed a series of advanced analytical methods in the analysis. They included the use of path modelling to determine the major key drivers of customer satisfaction, and factor analysis to identify underlying factors influencing customer satisfaction.
The performance-importance of various drivers was examined so that priorities of actions can be recommended.
With a better understanding of the critical activities and their performance in its order fulfilment process, and the expectation of its customers, our client was able to make strategic decisions in improving its services.
Blue-dge has a good working relationship with our client since it commissioned its first customer satisfaction performance and drivers study to obtain actionable insights necessary for its continuous pursuit for improvement in customer services.