Rapide sends & receives messagesto help more than 1/3 of the FTSE 500…

1. The mobile phone is the first truly personal medium - 63% of the population do not share the phone even with one‘sSpouse

2. The mobile phone is always carried - 60% of the population sleep with the phone physically in bed

3. The mobile phone is the first always-on mass medium

4. The mobile phone has a built-in payment mechanism – Some organisations in Europe earn 80% of their total revenues from mobile payments

5. The mobile phone is a creative tool available always at the point of creative impulse

6. Mobile captures the most accurate customer information in any marketing medium – 90% of audience information can be identified compared to TV at 1% and Internet at 10%.

The 6 unique elements that make mobilethe most powerful marketing tool in history

1. Top Management support is essential! It is very important that your management takes the mobile project seriously and support the strategy.

2. Mobile is not Online! The mobile offering is not a miniaturized blue print of your website. The process and content must be designed for the mobile device. Mobile is a different device, not a device with limited capabilities!

3. Usability is king! Short, Simple, Fast. Ensure that the offering is optimized to the various devices

4. Define your target group and know their needs! You need to know your customers and define their requirements. What do customers need when they are mobile?

5. Try, learn and optimize all the time! Better to start with a core service offering and then build on it step by step rather than offering a huge package that may be overwhelming

6. Do not forget Marketing! Think about your mobile marketing and market your mobile offerings through all available communication channels. Combine print, online etc.

7. Choose the right partner! Take advice from an agency who knows mobile. You need a

mobile expert to make this a success

Golden Rules of Mobile

Shortcode out pulled allother call to actions

Achieved a 300% response rate

Up-sold dinner reservations

to over 50,000 customers

Sent over 1.5 million reminder text messages

Helped over 100,000 people with directions

Email Confirmation

Sent over3 million emails

In-Direct feedback on

The World ‘Wild’ Web

Web Aggregation

Customer thoughts right at the point of service delivery

Get your customers engaged - faster feedback at a lower cost to your business

with

The importance of customer feedback

We all know that feedback is important to any organisation, however:

Feedback collected immediately is 40% more accurate than feedback collected 24 hours later

95% of organisations gather feedback but only 10% do something with it

Every customer has a shadow

Every buying or service transaction has 2 aspects to it:

A Substance and a Shadow - the shadow of the future

The substance is easily measured by accounting systems because it’swhere money changes hands.

The shadow is not, because it takes place in the customer’s heartand mind and revolves around the question of future behaviour.

The Rant & Rave Process

CAPTURE

PROCESS

PRESENT

Direct feedback at

Check in / out

Text your comments

To 66099

CAPTURE

Direct feedback in

Your Restaurant

Text your comments

To 66099

CAPTURE

Direct feedback on

Your Website

The Web Widget

“To me it’s all about recommendation and I would recommend Rant & Rave. It does everything it suggests it will and more”

David Franks - Administration Director - Crown Spa Hotels

CAPTURE

But wait! Your customers don’t always come to you

Only 4% of unhappy customers actually tell the organisation themselves

There are 10 million people leaving feedback online

1 in 4 people will read a review online before deciding where to stay

CAPTURE

Research suggests that 75% of customer feedback remains unread”

Saved 250 hours for every 1000 analysed comments

Used the full set of categories it had available (the humans only used a few)

Identified more opportunities and threats than humans

Can save an organisation receiving 3000 comment per month over£65,000 per year

Man Machine Challenge

PROCESS

Rant & Rave flash presentation

PROCESS

The Rant & Rave Dashboard

PRESENT

The Rant & Rave architecture

Summary

If you would like us to take 10,000 of your customer commentsand F.O.C. show you what your customers are saying.....

Nigel Shanahan (nigel.shanahan@rapide.co.uk) MDRapide Communication (www.rapide.co.uk)