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Rapide Thought Bubbles & White Papers
| Many marketers think of text messaging as a simple communications channel. It is - but that's not the whole story. This Thought Bubble explores how you can develop an entire marketing strategy with SMS at the core. |
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The Varney Report published in December 2006 made a number of recommendations on how public services can be made both more efficient and more responsive to the needs of citizens. Our report shows how you can implement this into your company. |
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| We've all heard of Search Engine Optimisation: the tweaking of content, keywords and links to capture and convert the maximum number of customers searching the web. But what about "Customer Service Optimisation" - intervening at just the right moment to improve a customer's bad experience or make the most of a good one? With examples from the hotel sector, this Thought Bubble shows how the mobile channel can improve customer experience as smoothly as good SEO improves a website. |
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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. |
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A great deal of customer feedback happens outside your sphere of influence - it's between shopkeeper and customer, friends in-store, even the person standing next to them in the queue. How can marketers capture such useful time- and location-sensitive data? It's about joining those conversations yourself ... enabling both instant understanding and instant responsiveness. This Thought Bubble provides some examples of marketers doing just that. |
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Always switched on and personal to the owner: Why Mobile Marketing – in the right conditions – delivers 10% response rates.
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Using mobile marketing at point of sale is a great way to engage consumers at their critical decision making point. In this article we cover the selling points of in-store mobile marketing and drill down into five of the most promising tactics: product information, driving traffic to stores, loyalty programs/mobile coupons, campaign extensions and brand utility. |
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The context in which customers talk about you is as important as what they say - and a lot of marketing research, from focus groups to questionnaires, leads to unhelpful conclusions because it imposes an unnatural context. Reducing three common biases can help marketers increase the honesty, accuracy, and usefulness of information collected.
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Along your customer's journey from cold prospect to repeat buyer, there's one vitally important 'Moment of Truth' - a point of interaction with your brand that, for the customer, may define his entire relationship with you, forever. Your actions at that point can have a huge effect... but how do you know what that moment is, and what to do when it happens? |
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Retailers are obsessive about "the in-store experience" ... and the most successful are often those who handle "Moments of Truth" (key customer touchpoints) in the most effective way. This Thought Bubble explores what both retailers and non-retailers can learn about maximising these moments.
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Taking it all in: turning traditional customer research on its head
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Automotive Customer Experience Professionals |
Conversations with customers are hard to capture...so most companies pick and slice such feedback into smaller, tidier datasets like multiple-choice questionnaires and Press-1-to-Respond IVR messages. But reducing natural language to statistics misses the big picture - the nuances, behavioural factors, and subtle emotional cues that lead to real insight. This Thought Bubble explores how to turn the paradigm upside down - and treat the entire universe of customer conversations as your dataset.
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The only way to monitor service consistency across the automotive industry 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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Engage your customers and increase revenue
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Rapide's solutions cover all parts of the customer engagement puzzle - the ability to not just talk, but listen, so you can communicate from a position of true understanding. To illustrate that we have created a White Paper showcasing how we have helped some of our biggest clients have engaged their customers and increased revenue. |
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