Customer Engagement

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.

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Voice Text Channel Capture Process Present

3 things that make us stand out from the crowd…

Award winning technology

Multi-channel capabilities

Text analysis

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Our retail clients have seen their revenues increase by over £1 million
as 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.

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Our voice messages result in 20% marketing response rates
And 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 each
guest personally with a Rapide voice message.

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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

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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 an
advertisement or poster.

Messages that include the option to be transferred to a customer representative have 4x
the response rates of outbound calls.

Messages can even be staggered to enable you to control the rate at which they’re
delivered.

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"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.

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Personalise
Texts don’t just have to be about mass communication. They can also be a very personal
way 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.

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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.”

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Increase revenue and traffic
using text messages

£840,000 of new orders Hi Joel, spend £50 at
www.littlewoods.com
today and receive £30

400,000 customers contacted off your order.

Average customer spend of £99.97

“Who knew a text message could be so persuasive?”

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Speak their language
Sometimes voice and text messages alone just aren’t enough. Our multi-channel solutions
let you talk to your customers in the way that best suits them, at the time that is most
valuable to you.

A text message, followed up by an email
or voice message can give a joined up
approach to your customer engagement
strategy.

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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 by
7% and we captured important customer
information.”

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Bringing it all together

Email and text
confirmation

Booking reminders

Restaurant reservations

Interactive maps

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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

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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 rooms

As a result to constantly listening and acting on customer feedback 91% of guests
say they plan to stay again.

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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.

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Capture FACT: only 2% of what
customers say gets listened to...
Where you should listen to your you're losing out on 98% of up-
moment of truth?
sell and cross-sell opportunities!

Everywhere. Organisations listen obsessively to what the
media say ... but as for what customers say? 80% of
executives think they understand it; 9 out of 10 customers
disagree. And if you're not listening, you're missing the Moment.

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Process FACT: humans tend to miss 75%
of what's there... and
What can you do with the info categorise the 25% too broadly.
once you've got it? That's a lot of insights lost!

By sorting signal from noise. How can your people take in
thousands of comments from customers? Often they don't:
Text message responses, web comments, and comment cards sit
around unused. But this is valuable information.

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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 it's saying? TODAY!

By seeing its effects in real-time. 72% of organisational
data isn't used correctly - because it's used late or not at all.
To make the best decisions you need real-time
feedback in simple charts and graphics.

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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% of
organisations have no strategy for taking positive action at
the moment that most strongly defines your customer relationship.
Without a plan, you can't take advantage.

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Introducing the award winning…

Capture Process Present

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Two ears, one mouth... are you using them in
the right proportion?

Our multi-channel feedback solutions let you capture all kinds of customer feedback,
making sure you don’t miss a thing.

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Miss Selfridge use Rant & Rave to gather feedback from customers via text message
after 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 sense
of competition amongst the team. The
support we received from Rapide was
fantastic!”

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Break the mould
Collecting customer insight is only part of the challenge. The key to making the most out
of your feedback is to truly understand it.

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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.

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Man vs Machine Challenge
Research suggests that 75% of customer
feedback remains unread
Warwick Business School performed an independent study to see how well the Rapide Sentiment
Engine 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

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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

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Moving towards more unsolicited, unstructured data
Blog posts on “Rant and Rave is
Customer ratings from 3rd third-party sites designed to capture
Unsolicited

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 is
Solicited

Comments on surveys saying about you.”
Satisfaction and
Net Promoter surveys
Response to questions
by sales rep

Structured Unstructured

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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

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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.

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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

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“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 analysed

Our text analysis technology
‘The Sentiment Engine’ identified a
threat that Honda could deal with
immediately.

Improved satisfaction of 20,000 customers

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• Full configurability

• Drill down results

• Real-time analysis

• Unique SWOT algorithm

• Interactive tag cloud

• Multi-level categorisation

• League tables

• Sentiment graphs

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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.

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“Rant & Rave means that we’re now alerted to
issues early, letting us fix them before they turn
into full scale problems.”


immediately.


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"Rant & Rave has helped us to develop our
company ethos which is founded on mutual
trust and providing excellent customer service."

Outsourcery strive to listen to, and learn from
their customers, Rapide’s Rant & Rave solution
lets them do this in real-time.

On completion of a service call customers are
transferred to a feedback platform where they
can rate their experience and leave any
additional freeform comments they may have.

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Atos use emails to gather feedback
following a customer service call.

When their issue has been resolved
customers are asked to rate their
experience and to leave any free form
comments they may have.

This insight is used to improve customer
service levels and to praise success.

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“To me it’s all about recommendation and I would recommend
Rant & Rave. It does everything it suggests it will and more.”

The Crown Spa Hotel use the
Rant & Rave web widget to gather
insight via their website.

They combine this service with text and
voice solutions for a multi-channel
approach to their customer feedback.

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“Rant & Rave means that we’re now alerted to issues early,
letting us fix them before they turn into full scale problems.”



Our analysis identified and solved an
important issue

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“Rant & Rave means that we’re now alerted to issues early, letting us fix them before
they turn into full scale problems.”

immediately.


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Customer Engagement

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