Consumer and Employee Engagement News

Today's car is an amazing example of engineering integration. But aftersales - with its diverse network of dealers, franchises and licensees - brings yet another layer of complexity to an already complex process.

The only way to monitor service consistency across this extended organisation is to stay in touch with the people who matter - your customers - at precisely the right moments. This Thought Bubble lists some ideas for doing so.

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Our LinkedIn group will allow automotive customer experience professionals to share best practices. Topics will include collecting customer feedback, measuring customer value and driving change at key customer touchpoints.

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By using Rapide's engagement solutions Ricoh save 3 hours per communication, making sure their customers are kept informed and their service levels are high.

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Recent research has revealed that just a 10% increase in customer retention can result in a 30% increase in the value of a company. Similarly on average repeat customers spend 33% more than those who are making a first time purchase. Our latest article explores the importance of repeat business and how to keep your customers loyal.

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Rapide celebrated its anniversary on Thursday. To mark the occasion and to reward staff for meeting the ambitious financial target they had set for them this year MD Nigel Shanahan has offered each of his 26 employees the chance to follow him to the bright lights of Las Vegas.


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Collecting customer feedback is only part of the customer engagement challenge. The key to making the most out of your feedback is to truly understand it. Find out how text analysis can help you gain insight quickly; find weaknesses, identify opportunities and help build brands, products and services.

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Here at Rapide we are specialists in Consumer Engagement - over a 1/3rd of The FTSE 500 rely on our services. We feel it is important to share our knowledge and experience with our customers, so we've put together 7 tips to help you engage your audience and increase revenue.

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Event Triggered Emails are a brilliant way to increase extra revenue from existing and potential customers and generate return/repeat business, whilst re-enforcing brand loyalty and customer retention, and not to mention increase site traffic.

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Sometimes it takes something that affects us all to show just how effective a solution can be. When the country was panicking about the snow, some organisations were already reassuring customers and instructing staff by communicating through Rapide.

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Depending on the business you're in, Christmas can either be a time when things seem to slow to a stand still or the busiest time of your year! Either way, Rapide can help you to inspire, motivate, and focus your workforce throughout this period. Click below for some ideas on how to communicate in a fresh way this Christmas.

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Research by Warwick Business School has revealed that companies are unable to manage the increasing volume and complexity of customer insight. The research looked into how humans analyse feedback compared to the leading text analysis software. Discover why, without technology, organisations are unable to analyse feedback in a meaningful way; processing the data manually isn’t cost effective and takes far longer than it should.

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When Barclays reached year end with record results and profits it was of the utmost importance that senior management took steps to ensure that this great news was delivered to all employees quickly and effectively. Rapide provided a communication package designed to have maximum impact.

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According to Forrester Research, the problems with Voice Of the Customer programs aren't the result of misguided decisions. Instead, these efforts represent well-intentioned approaches based on the limitations in existing technologies and known best practices. However times are changing. A number of trends are radically changing the approach that customer experience executives should take in their Voice Of the Customer programs.

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Read the latest report from Rapide's Managing Director Nigel Shanahan following his return from the World Mobile Marketing Forum hosted in Berlin, Germany. There were some interesting and thought provoking examples of mobile marketing, all of which perfectly highlighted how the area can be of huge value to any business looking to be innovative and dynamic.

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England have once again done the nation proud and defeated the Australians in The Ashes tournament. With one day spare the England team put in a good, strong performance that made it almost impossible for the Australians to drive through and take the ashes with them. Rapide are proud of the team and proud of the high level of service excellence delivered to ECB to help them get their messages across.

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Less than half of UK Financial Directors and Managers believe that companies in their industry sector are using customer data to drive their marketing. According to a survey by KDB, only 43 per cent of Senior Financial Executives believe that their peer group is able to access and analyse customer data for use in marketing.

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Many of Rapide’s customers have long known that we offer the most resilient communications solution in the UK. And over the last 9 years we have helped Communications Managers handle the critical alerts and comms required to manage situations.

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Research carried out by Luth found that the completion rate for mobile surveys is 12% vs. online at 7%. And 77% of respondents replying within the first 2 hours makes the mobile phone a powerful capture method when results are needed quickly.

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Staff at Rapide including friends and family managed to complete the London 10k and raise over £550 for their local charity, Myton Hospice.

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Rapide Communication is in the running for two prestigious awards for their customer insight solution Rant & Rave.

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The staff at Rapide took part in a variety of events this Red Nose Day to raise money for Comic Relief

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At Rapide we have the technology that can help your organisation sell more, inform fast and engage everyone. With this in mind we have found some valuable research that shows why our engage solution, Rant & Rave can really help your business.
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Molly Shanahan, daughter of Managing Director Nigel Shanahan, spent the day with the staff at Rapide when her school held a 'bring your child to work' day. While here she impressed everyone by taking a look at our award winning service 'Rant and Rave' and writing a great summary on its features and benefits.
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When heavy snowfall began to have an impact on Middlesborough FC's steward training, they needed a solution that would allow them to organise their staff quickly and cost effectively. Read more to find out how Rapide implemented a solution in next to no time at all!
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In difficult economic climates such as those we face today, saving money and improving your business at the same time are key to any successful, diligent business. Read how Rapide helped this to happen for The Co-operative Group
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We’ve known for a long time that customer feedback is important to any organisation. With all of us feeling the effects of the credit crunch it appears it’s more important than ever to listen to your customers. A recent survey has revealed that;

82% of adults believe organisations need to “listen and act on consumer feedback if they are to weather the credit crunch”
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Rapide Communication Ltd, a member of Coventry and Warwickshire Chamber of Commerce, was the national winner of the Award for Innovation through Technology at the Chamber Awards 2008.

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After Rapide's recent success at the British Chamber of Commerce's Awards, Managing Director, Nigel Shanahan was at the launch of the BCC and Dell's new TV channel 'Small Business Advice'.

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A Coventry company has been named overall champion at a prestigious competition this week. The city's software company Rapide Communication Ltd, left stiff competition standing as it scooped top prize and a cheque for £2000.

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Rapide Communication Ltd, a member of Coventry and Warwickshire Chamber of Commerce, has been announced as the National Winner of the Award for Innovation Through Technology at the Chamber Awards 2008.

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Rapide left stiff competition standing as it won Best Innovative Service Award for our Rant & Rave service and scooped the top prize as overall champion and a cheque for £2,000 at the coveted ICT Excellence Awards 2008.

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'Rant and Rave' - the survey brand of Rapide has been nominated for and won a prestigious Midlands based award and is now moving on to be recognised nationally!

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An official independent review commissioned by ministers on last summer’s flooding has found that the Nation’s flood defence must be taken more seriously if communities are to be better protected. Rapide offer the perfect solution to warning homes and businesses of impending floods.

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The Spring Bank Holiday rain didn’t deter the 14 Rapide employees who took part in this year’s BUPA London 10k run. Altogether, with the help of friends and family, they raised £1,500 for Myton Hospice.

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Fourteen employees at Rapide are attempting to run for glory and raise money for Myton Hospice. The team are taking part in this year's BUPA 10k London run in May. Sponsor us now at www.justgiving.com/rapide.

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This April, Rapide’s Client Manager and Development Manager took on and successfully completed the Flora London Marathon for children’s charity Phabkids. And they managed to raise a staggering £3,000 for the cause!

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For nearly one in five phone users being out of mobile-phone contact is as stressful as moving house or breaking up with a partner, according to a survey from YouGov. But this can only be a good thing for marketers who want to communicate to customers through mobile phones.

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The Hotel Marketing Association (HMA) honoured Premier Inn with the ‘Best Use of Technology 2007’ accolade for use of Rapide’s Enhanced Booking Confirmation System.

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Members of Parliament (MPs) are phasing out pagers to improve communications and save more money. Gone are the days when MPs received a pager message in the House of Commons. Now it’s a text message - using Rapide!

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In less than 24 hours, Rapide set up a short code number for Innkeeper’s Lodge to use on their national advertising campaign. It quickly exceeded the hotel chain’s expectations and increased their expected campaign response by 300%.

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High tides are putting pressure on coasts around the UK and many regions are on severe flood alert. Businesses and residents are all affected by the impending flooding and they need to be informed of the current dangers to their lives and homes. Rapide has the technology to help you tell those people affected.

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There have been some important changes to the Rapide Voice Message service to make things easier for you when recording your messages. Read more now.

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Rapide’s Client Executive, Duncan Ramm climbed his way up to the Base Camp of Mount Everest in the Himalayas and raised a fabulous £300 for children’s charity, Unicef. This follows on from the previous fundraising efforts of the Rapide team where they have managed to raise over £3,000 for charity over the last 12 months.

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The winner of our Marketing Forum photo competition is announced today. The lucky winner will be receiving a brand new digital camera to continue their glorious photographic career.

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Winter draws in as the clocks go back and British Summertime ends on Sunday. No more heat waves in the UK – although let’s be honest, we haven’t seen much of that this year anyway! But do your staff and customers know that they get an extra hour in bed this weekend? Rapide has the key to letting them know.

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Rapide prides itself on providing faster, more reliable methods of communication – and what’s more – Rapide doesn’t go on strike so you can be sure corresponding with customers is always easy and available.

UK livestock farmers have faced many challenges over the past few years, but the recent outbreak of Foot and Mouth disease and the more recent Blue Tongue outbreak are a bitter blow. Find out how Rapide helped to prevent further wide spread of this disease.

Three of the Rapide team took on the challenge of the Great North Run, a half marathon through the streets of Newcastle in September, to raise money for charities across the UK.

After tough competition in the Shell Step regional rounds, Rapide’s latest recruit, Yiannis Maos, powered through to achieve the accolade of ‘Most Enterprising Student’, gaining a sought after place in the UK finals.

Rapide Communication is sending out a strong signal after growing too big for its Coventry headquarters.

Vodafone’s customers were left blown away by a voice message straight to their mobile phones from Formula One racing driver, Lewis Hamilton. Rapide made this happen.

According to research, businesses don’t make the most of their advertising. And many companies are missing opportunities for making their advertising pay - but there is a simple solution to the problem.

Rapide have continued in their charity fundraising this month by raising money for the Multiple Sclerosis Society. Their Marketing and Communications Executive, Stacey Roberts, participated in a 10,000ft Skydive raising an amazing £900!

The Border and Immigration Agency’s Public Enquiry Offices rely on Rapide every day to remind applicants of their UK residency appointments. Find out how the Agency have used Rapide to reduce their ‘no show’ figure by 4% in the last three months.

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It’s important to know what both your staff and customers think, although finding a quick and simple way to capture this information can sometimes prove difficult.

Gartner research highlights the importance of using Rapide’s Rant and Rave service by proving immediate feedback is 40% more accurate than feedback collected 24 hours after the event. Read more about how Rant and Rave works and how it could help your business.

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The Nuclear Accident Response Organisation, part of the Royal Navy, rely on Rapide to recall specialist teams to respond to incidents onboard nuclear submarines. Training exercises across many of the UK's main naval dockyards and ports over the last few years have achieved impressive results with a 100% success record.

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