As the nights draw in and the weather takes a more Autumnal turn this month's newsletter focuses on recent research around effective customer engagement, highlights the difference between an engaged and a loyal customer, and puts the spotlight on our ‘Team Call & Listen’ service.

The six elements of the customer experience

How to turn your satisfied customers into loyal ones

Recent research from the Temkin Group has suggested that the customer experience can be broken down into six key elements, summarised in an acronym as SLICE-B. This article outlines the research and explains how Rapide’s services can help at every stage of the cycle.

Recent research from B2B international has highlighted the difference between satisfied customers and loyal ones. It seems that one does not necessarily lead to the other. This article explores the research and offers advice on how to ensure you build truly loyal customer relationships.

From call centre to profit centre

Engage your employees with Team Call & Listen

Call Centres are usually seen as a cost. For companies wishing to hold genuine two-way conversations with their customers, that's the wrong way to think - because those interactions when customers are angry, puzzled or curious hold the most potential to affect your bottom line. This Thought Bubble explores some ideas for turning your Call Centre into a Profit Centre.

In our last newsletter we explored the importance of effective employee engagement and offered top tips on how to keep your employees engaged all year round. This month we put the spotlight on one of Rapide’s key services ‘Team Call & Listen’ and explain how it’s helping some of our key clients use business changing employee engagement.