Customer Rewards

Listen And Reward With Customer Rewards

A five percent reduction in the customer defection rate can increase profits by 25 to 80 percent and 7 out of 10 customers who switch to a competitor do so because of poor service. (McKinsey)

Customer defection can be caused by many different things, often the issues are easily fixed. The challenge is identifying the problem to start with. Customer insight can be very revealing; sometimes a chance comment can contain valuable insight.

To ensure as many customers as possible leave their feedback it might be necessary to give them a bit of an incentive. Views 4 Vouchers is a concept designed to give customers money off vouchers in return for their thoughts.

Miss Selfridge used Rant and Rave to gather feedback from customers via text message after they have been served. Customers were offered an incentive of a chance to win a shopping spree simply by sharing their thoughts. Rant & Rave processed their comments instantly so that store managers were presented with actionable insights; improving customer service. Contact details were also captured meaning that they could be contacted at a later date with further marketing messages and offers.

"It created a real buzz in-store and a sense of competition amongst the team. The support we received from Rapide was fantastic!"

Text Messages Text messages are a quick way of collecting feedback. Shortcodes can be displayed wherever customers are present asking for insight and promising them a money saving voucher in return. When a customer texts in a piece of feedback they are automatically sent an electronic voucher which can be redeemed at the till for a discount. Collecting feedback in this way means that it is given right after service delivery and so is likely to be accurate. Customer phone numbers are also captured meaning that they can be contacted again in the future with further offers, building up your marketing database.

Multi-Channel Voice messages, Emails and Mobile Internet can all also be used as part of the views for vouchers scheme, to capture valuable insight in the way most convenient to the customer.

Rapide’s Rant & Rave technology is capable of analysing and understanding your customer comments for you, meaning you are presented with clear, actionable insight instantly.

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