WE ARE THE CUSTOMER AGENCY

At Rapier we specialise in three key disciplines, Customer Strategy Consulting, our Customer Strategy Platform which ingests your first party customer data to give exceptionally granular insight into past, current and future customer behaviour, and a new Agency Model which helps you deliver your Customer Strategy through all Marketing and Customer Experience channels.

Customer Strategy
Consulting

Customer Strategy
Platform

Marketing
Services

A FAIR VALUE EXCHANGE

A fundamental requirement for future business success lies in understanding and quantifying the value exchange between you and your customers. How much value do they bring you (which we call Value to Business or VTB), compared to how much value they perceive they receive from you (we call this Customer Perceived Value or CPV). Our experience shows that customers don’t hang around too long if they perceive the exchange to be unfair and equally, as ‘cost to serve’ grows in many businesses, being overly generous destroys customer margin.

More positively, if you know which products, services and aspects of the customer experience are best at driving value up for both you and your customers, you can then determine your optimal Marketing and Business Strategy. We refer to this as having an Actionable Customer Strategy.

We have spent several years developing an insight capability to gain a deep understanding of customer behaviour. Using first-party data, we paint a granular picture of how your customers deliver value to you and perceive the value that they receive.

Consequently, we identify the ‘Drivers’ of key customer ‘Transitions’ over time, know exactly which customer journeys will optimise revenue growth (or result in dormancy or attrition) and pinpoint where you need to invest your Marketing and CX budgets. Resulting in the acquisition and retention of long-term, profitable customers.

CUSTOMER STRATEGY PLATFORM

This insight capability is delivered using our Customer Strategy Platform (CSP).

The CSP enables you to quickly and truly understand who your valuable customers are, how they’re behaving, and how to create new and improved experiences to optimise the value exchange.  Our Platform provides:

An unprecedented granular customer view under the skin of your business
The ability to identify where the real value lies, opportunities for growth and risks that need to be managed
Data and insights that drive business-wide change, not simply improved marketing operations
Integration with existing marketing technology and data systems

RAPIER AGENCY SERVICES AND CONSULTING

The need for agility has made the traditional external agency model increasingly irrelevant. We offer a range of services, most often powered by our Platform, that complement and ultimately accelerate your internal capabilities such as Customer Profiling, Behavioural and Commercial Forecasting, Experience Design, Communications Planning, and Creative Development.

We provide:

Leadership and expertise across the end-to-end marketing process, from insight and strategy, to execution and optimisation
Practical support in executing both CX and Communications, including developing the right Acquisition, Nurture and Win-Back efforts to realise opportunities and mitigate risks
Innovative techniques that use your existing company data to better inform decision-making, improve marketing investments, and automate processes
A team often located onsite and always fully integrated with your internal Analytics, Marketing, CX and Creative teams

Our model is far more effective, faster and cheaper than outsourcing to third party agencies who are often detached from your commercial realities, and don’t have the depth of insight capability and experience to drive the right solutions.