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Customer Engagement
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  • 1. Customer engagement is simple: Talk & Listen “82% of customers believe that “Only 10% of UK customers organisations must listen and believe that companies take act on customer feedback in note of what they say. ” order to retain business.”The best Talking and Listening technologies in the UK, used by 1/3 of the FTSE 500. Multi - Voice Text Channel Capture Process Present
  • 2. 3 things that make us stand out from the crowd…Award winning technologyMulti-channel capabilitiesText analysis Multi -Voice Text Channel Capture Process Present
  • 3. Our retail clients have seen their revenues increase by over £1 millionas a direct result of using our technology. We have 10 years experience helping clients engage with their customers. By understanding our clients’ customer feedback for them we have alerted them to over 100,000 opportunities and threats.opportunities. Multi - Voice Text Channel Capture Process Present
  • 4. Our voice messages result in 20% marketing response ratesAnd a 25% increase in average customer spend. “We couldn’t have done it without you, thank you very much indeed. Our customers were blown away!”Vodafone made their customer event extra special by using Lewis Hamilton to invite eachguest personally with a Rapide voice message. Multi - Voice Text Channel Capture Process Present
  • 5. Barclaycard sent their customers a voice message alerting them to some important information they would soon receive in the post…leading to a significant increase in revenue. “It’s amazing how such quick, simple solutions can be so effective.”• 20% increase in revenue• 100,000 customer landlines sent targeted voice message• 21% response rate Multi - Voice Text Channel Capture Process Present
  • 6. How flexible are you?Our technology is capable of delivering 100,000 text messages in just five minutes.Response rates can increase by as much as 300% if a short code is included on anadvertisement or poster.Messages that include the option to be transferred to a customer representative have 4xthe response rates of outbound calls.Messages can even be staggered to enable you to control the rate at which they’redelivered. Multi - Voice Text Channel Capture Process Present
  • 7. "It’s trebled our expected response rate" By sending a text to a short code customers were sent a brochure in the post, a mobile internet link to more information as well as being given the option to reserve a room. The short code was the smallest ‘call to action’ but received by far the highest response rate. Multi -Voice Text Channel Capture Process Present
  • 8. PersonaliseTexts don’t just have to be about mass communication. They can also be a very personalway of getting in touch. It can cost up to 7x more to acquire a new customer than to keep an existing one. Hi Mark, as a Vodafone customer be the • Send customers info about new products relevant first to own the new Blackberry to them. Storm. Visit www.vodafone.co. uk/storm for more • Maintain good customer relationships. details and exclusive deals • Increase revenue. Multi - Voice Text Channel Capture Process Present
  • 9. Send text messages to their 2.9 million customers when their service is affected. • Proactively keep customers informed. • Reduce the number of inbound calls in to their contact centres. Text message reminders have reduced their no show rate by 4% and they estimate they are now saving £70,000 per month in lost appointment fees. “Rapide were able to offer us a reminder service which has greatly improved our customer service image.” Multi -Voice Text Channel Capture Process Present
  • 10. Increase revenue and traffic using text messages£840,000 of new orders Hi Joel, spend £50 at www.littlewoods.com today and receive £30400,000 customers contacted off your order.Average customer spend of £99.97“Who knew a text message could be so persuasive?” Multi - Voice Text Channel Capture Process Present
  • 11. Speak their languageSometimes voice and text messages alone just aren’t enough. Our multi-channel solutionslet you talk to your customers in the way that best suits them, at the time that is mostvaluable to you. A text message, followed up by an email or voice message can give a joined up approach to your customer engagement strategy. Multi - Voice Text Channel Capture Process Present
  • 12. Change Channels• Text messages to trigger mobile and email vouchers• Email sent after purchase to capture feedback• Increase repeat business with mobile and email marketing• Build rich marketing databases“In one day our average customer spend increased by7% and we captured important customerinformation.” Multi - Voice Text Channel Capture Process Present
  • 13. Bringing it all together Email and text confirmation Booking reminders Restaurant reservations Interactive maps Multi - Voice Text Channel Capture Process Present
  • 14. The Hotel Marketing Association’s ‘Best Use of Technology’ “The effect on bottom line revenue is very substantial” Every year we help Premier Inn: Sell over 84,000 meals Keep their no show rate down by 20% Communicate with 6 million customers Multi -Voice Text Channel Capture Process Present
  • 15. Keep them coming Premier Inn spend millions of pound finding out what their customers think – but why?It allows them to improve satisfaction based on the needs of their customers…Offer their customers maps to where they are staying & Freeview TV in all their roomsAs a result to constantly listening and acting on customer feedback 91% of guestssay they plan to stay again. Multi - Voice Text Channel Capture Process Present
  • 16. But listen here this is interaction...real listening starts hear... Really listening to your customers is more than gathering their thoughts in a survey. Sometimes your customers have more to say than fits into your predefined questions, and sometimes you’re just not asking the right ones! To truly listen you need to gather your customers’ thoughts at the ‘moment of truth’ – the exact point at which they’re thinking them. Multi - Voice Text Channel Capture Process Present
  • 17. Capture FACT: only 2% of what customers say gets listened to... Where you should listen to your youre losing out on 98% of up- moment of truth? sell and cross-sell opportunities!Everywhere. Organisations listen obsessively to what themedia say ... but as for what customers say? 80% ofexecutives think they understand it; 9 out of 10 customersdisagree. And if youre not listening, youre missing the Moment. Multi - Voice Text Channel Capture Process Present
  • 18. Process FACT: humans tend to miss 75% of whats there... and What can you do with the info categorise the 25% too broadly. once youve got it? Thats a lot of insights lost!By sorting signal from noise. How can your people take inthousands of comments from customers? Often they dont:Text message responses, web comments, and comment cards sitaround unused. But this is valuable information. Multi - Voice Text Channel Capture Process Present
  • 19. Present FACT: time-specific customer data How can you make sense gets 20% less useful every 24hrs... so you need to make sense of it of what its saying? TODAY!By seeing its effects in real-time. 72% of organisationaldata isnt used correctly - because its used late or not at all.To make the best decisions you need real-timefeedback in simple charts and graphics. Multi - Voice Text Channel Capture Process Present
  • 20. Act FACT: enterprises that fail to build effective relationships When should you act on erode their customer base by what you find? 15-20% ... every single year!Whenever you can make the biggest difference. 66% oforganisations have no strategy for taking positive action atthe moment that most strongly defines your customer relationship.Without a plan, you cant take advantage. Multi - Voice Text Channel Capture Process Present
  • 21. Introducing the award winning… Capture Process Present Multi - Voice Text Channel Capture Process Present
  • 22. Two ears, one mouth... are you using them inthe right proportion? Our multi-channel feedback solutions let you capture all kinds of customer feedback, making sure you don’t miss a thing. Multi - Voice Text Channel Capture Process Present
  • 23. Miss Selfridge use Rant & Rave to gather feedback from customers via text messageafter they have visited a store.• Managers are presented with actionable insights• Improves customer service• Creates a mobile marketing database“It created a real buzz in-store and a senseof competition amongst the team. Thesupport we received from Rapide wasfantastic!” Multi - Voice Text Channel Capture Process Present
  • 24. Break the mouldCollecting customer insight is only part of the challenge. The key to making the most outof your feedback is to truly understand it. Multi - Voice Text Channel Capture Process Present
  • 25. Analyse This The Sentiment Engine automatically analyses data using 12 intelligent steps broken down into 3 stages: Pre-Processing: Where data is prepared, spell checked and normalised. Topic Discovery: Where we discover what topics and entities are being discussed Sentiment Analysis: where we detect positive, negative and neutral emotions from items of feedback. The Engine also reveals opportunities and threats. Giving you the information you need to make Strategic decisions and take Operational action. Multi - Voice Text Channel Capture Process Present
  • 26. Man vs Machine Challenge Research suggests that 75% of customer feedback remains unreadWarwick Business School performed an independent study to see how well the Rapide SentimentEngine would compare against humans.The Sentiment Engine proved to be more accurate, consistent and thorough.• It saved 5 days for every 1000 analysed comments• Used the full set of categories it had available (the humans only used a few)• Identified more opportunities and threats than humans• Can save an organisation receiving 3000 comments per month over £10,000 per year Multi - Voice Text Channel Capture Process Present
  • 27. Forrester Trends 1) More unsolicited, unstructured 1) Increasing use of text analytics. feedback More communication channels. 2) Integration with social media 2) The Aggregator allows focus on monitoring social media listening 3) Faster responses to customer 3) Real-time alerts and integration with feedback an organisation 4) Wider access to customer insights 4) The Dashboard can be accessed throughout an entire company 5) Shift focus from metrics to diagnostics 5) Less emphasis on Net Promoter and deeper focus on analytics 6) More continuous feedback mechanisms 6) SWOT provides faster identification of issues and opportunities Multi -Voice Text Channel Capture Process Present
  • 28. Moving towards more unsolicited, unstructured data Blog posts on “Rant and Rave is Customer ratings from 3rd third-party sites designed to captureUnsolicited party site and process unsolicited Letter from a customer and unstructured Call centre agent’s feedback. “ classification of inbound calls Verbatims of calls from customers “Our sophisticated Text Analysis software can reveal in depth customer insight about what EVERYONE isSolicited Comments on surveys saying about you.” Satisfaction and Net Promoter surveys Response to questions by sales rep Structured Unstructured Multi - Voice Text Channel Capture Process Present
  • 29. Requirements from a customer insight/VoC strategy Firms will need to piece together a comprehensive customer insight and response platform (CIRP) that facilitates the four KEY Voice of the Customer processes: Listening Interpreting Reacting Monitoring Capture Process Present Multi - Voice Text Channel Capture Process Present
  • 30. Integrating multiple sources of data Best Practice: Develop a uniform set of customer experience categories and apply it consistently to all Voice of Customer data. Multi - Voice Text Channel Capture Process Present
  • 31. Customer feedback gets lost in organisational silos Customer Comments Comments Survey Captured via From Blogs Ratings Contact Centre & Websites (letters, faxes, emails) On-time Flight Departure Flight Departure On-time Performance On-time Flight Arrival Flight Arrival Wait Line at Check-in Checking-in Airport Check-in Helpfulness of Staff Orderly/Efficient Boarding Flight Boarding Food Service Quality of Meals In-Flight Service Frequent Flyer Program Quality of Entertainment Frequent Flyer Program Frequent Flyer Program Aircraft Interior Comfort of Seats Cleanliness of Aircraft Interior Cost of a Ticket Price/Value Multi -Voice Text Channel Capture Process Present
  • 32. “Rant & Rave means that we’re now alerted to issues early, letting us fix them beforethey turn into full scale problems.”100,000 comments analysedOur text analysis technology‘The Sentiment Engine’ identified athreat that Honda could deal withimmediately.Improved satisfaction of 20,000 customers Multi - Voice Text Channel Capture Process Present
  • 33. • Full configurability • Drill down results • Real-time analysis • Unique SWOT algorithm • Interactive tag cloud • Multi-level categorisation • League tables • Sentiment graphs Multi -Voice Text Channel Capture Process Present
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  • 37. Challenge us! Send us your data and it will be automatically processed by our award winning Sentiment Engine. Your dashboard will include your analysis, letting you see exactly what your customers really think. Multi - Voice Text Channel Capture Process Present
  • 38. “Rant & Rave means that we’re now alerted toissues early, letting us fix them before they turninto full scale problems.”100,000 comments analysedOur text analysis technology‘The Sentiment Engine’ identified athreat that Honda could deal withimmediately.Improved satisfaction of 20,000 customers Multi - Voice Text Channel Capture Process Present
  • 39. "Rant & Rave has helped us to develop our company ethos which is founded on mutualtrust and providing excellent customer service."Outsourcery strive to listen to, and learn fromtheir customers, Rapide’s Rant & Rave solutionlets them do this in real-time.On completion of a service call customers aretransferred to a feedback platform where theycan rate their experience and leave anyadditional freeform comments they may have. Multi - Voice Text Channel Capture Process Present
  • 40. Atos use emails to gather feedbackfollowing a customer service call.When their issue has been resolvedcustomers are asked to rate theirexperience and to leave any free formcomments they may have.This insight is used to improve customerservice levels and to praise success. Multi - Voice Text Channel Capture Process Present
  • 41. “To me it’s all about recommendation and I would recommendRant & Rave. It does everything it suggests it will and more.”The Crown Spa Hotel use theRant & Rave web widget to gatherinsight via their website.They combine this service with text andvoice solutions for a multi-channelapproach to their customer feedback. Multi - Voice Text Channel Capture Process Present
  • 42. “Rant & Rave means that we’re now alerted to issues early,letting us fix them before they turn into full scale problems.”100,000 comments analysedImproved satisfaction of 20,000 customersOur analysis identified and solved animportant issue Multi - Voice Text Channel Capture Process Present
  • 43. “Rant & Rave means that we’re now alerted to issues early, letting us fix them beforethey turn into full scale problems.”100,000 comments analysedOur text analysis technology‘The Sentiment Engine’ identified athreat that Honda could deal withimmediately.Improved satisfaction of 20,000 customers Multi - Voice Text Channel Capture Process Present