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When Molly Shanahan, aged 14, took part in a 'bring your daughter to work' day, Managing Director Nigel Shanahan was given a stark reality check on whom the real boss is. Taking command of the office and teaching her father a thing or two about his own business and how to run it Molly demonstrated that the future for the Shanahans and for Rapide was bright! Asked to look at our Rant and Rave service Molly rose to the challenge and came back with the following insightful and intelligent summary.
Rant and Rave - Molly Shanahan, aged 14. Whether you are a company or a customer, Rant and Rave can be used to help you get your point across. The new technology allows you to combine two massive aspects of modern day life, communication and opinion. Everyone has an opinion, and whether it is positive or negative, using this system, it can be processed and organised into ways which can, in turn mean that opinions can turn into changes made to a company. The Sentiment Engine allows companies to quickly see what their customers feel about their service, and, so improve it. It is in this way that Rant and Rave is beneficial for both the customer and the company.
By using technology which people across the country are comfortable, or at least familiar with, such as SMS, and email, getting your opinion across becomes so much easier. As a customer, you know that as soon as you use Rant and Rave to share you opinion, it will be taken into account by companies and dealt with in a professional way, instead of just complaining to staff. ‘Rave Campaigns’ allow customers to really feel that their feedback is needed, and to persuade them to share this more often, and by giving money off vouchers, or another reward, it gives customers the incentive to share their feelings.
The direct and instant feedback aspect of Rant and Rave also means that companies get a true feeling of customers’ experiences, as people’s emotions, whether positive of negative are strongest at the point of service.
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