Moments of Truth company Rapide wanted to bring all their mobile messaging technologies – from text analysis to broadcast SMS – together in a single document. I wrote a “story” involving a lone business traveller’s drive across the USA, engaging with various mobile technologies at key customer touchpoints. Here’s the brochure (20 folded-A3 A4 pages, 5.6Mb PDF).
We all think about customer loyalty. But what exactly is it?
It’s not about cards or points or cashbacks. As Saatchi & Saatchi’s Richard Hytner says, “I give you my data you give me your points. When else in life would that be called loyalty?”
At Rapide, we believe loyalty arises at “Moments of Truth” – key touchpoints along the customer journey where engagement with the brand is unusually strong. Interact in the right way – with information, choices, even just a means to talk back – and you can turn customers into lifelong Advocates.
But here’s the catch: you’ve got to do it in real-time. Not when they get home or when you email them a monthly survey. Moments of Truth happen right here, right now. Here’s a story of one business traveller’s journey into loyalty and advocacy.
You’ll recognise him. After all: he’s you.
The ideas, services, and technology the traveller engages with are real and in use among Rapide’s customers today…