Who We Are

What We Do

Our purpose

To make customers'
lives better

By creating sustainable customer relationships

Resulting in commercial success for our clients and happier customers

Our view is that marketing should be built from the

Customer Outwards

We want to make sure customers feel their needs are being anticipated and well met

We provide transformation
around the customer

We help our clients with business change to put customers at the heart of their business and marketing models

We believe the best test of a brand is to ask the question:

Would people care if your brand didn't exist tomorrow?

If you're in any doubt, you need a customer agency

How We Get There

We have a killer advantage

OUR UNIQUE APPROACH AND DEEP EXPERTISE, ENABLES US TO GET INSIDE OUR CLIENTS’ BUSINESSES TO UNDERSTAND 3 THINGS

1.

How their customers are behaving

2.

The value that they are receiving

3.

The commercial value they return to the business

WE. MAKE. EVERY. CUSTOMER. Count.

WE HAVE DATA SCIENTISTS, STRATEGISTS AND ANALYSTS WHO CREATE CUSTOMER ENGAGEMENT SEGMENTATIONS, WHICH DRIVE BUSINESS DECISIONS AND COMMUNICATIONS THAT CUSTOMERS VALUE.
WE HAVE THE STRATEGIC AND CREATIVE TALENT TO CREATE THE RIGHT COMMUNICATIONS FOR ANY RELEVANT CHANNEL.
WE TEST, LEARN, MEASURE AND EVALUATE RELENTLESSLY. IN DOING SO, WE CREATE STRONGER, MORE SUSTAINABLE BUSINESS MODELS.

  • First

    Our World-class data experts examine every element of the customer’s experience. They use all the available data to determine the value they are receiving from their current engagement with the brand, its products and services.

  • Next

    We unearth exactly where the value lies for customers, then cross-reference that against the value received by our clients.

  • Then

    Once we know exactly ‘where the value lies’, we help our clients improve all aspects of the customer experience via mobile, call centre, email, social, web and existing marketing activity.

However, in an imperfect world, we inevitably have to work with the challenges that are on the table and align our approach in the most helpful way.

Clients

HTC

We are helping HTC create direct customer relationships for the first time. We’ve increased their customer database by over 400% in the first year, and most importantly, created significant shifts in engagement.

We help HTC engage customers throughout the lifecycle of customer contracts.

We reinforce reasons why HTC was the right choice for them by keeping them informed of the brand’s benefits in ways that are tailored to individual usage and preferences. The data ensures that customer conversations are always targeted, varied and engaging helping to cement the relationship between HTC and its customers – making sure HTC is front of mind when it comes to replacing their phone.

Talk Talk

We are driving change to TalkTalk’s marketing model. Like other telco’s in growth mode, their focus has been largely on acquiring new customers. We are deeply engaged across all areas of TalkTalk’s business to shift the focus towards existing customers. We have created a new engagement segmentation which now underpins all marketing activity.

The new approach ensures customers are receiving best value from whatever services they have signed up to. We are also driving commercial value back to the business from driving down churn, significantly improving engagement and identifying the right customers to recruit. All of this is achieved by combining the insights we mine through our onsite data team, with our creative capabilities to deliver the right conversation across every channel customers use.

Our job is to help TalkTalk with value targeted, relevant and engaging communications.

We create end-to-end customer engagement strategies to support key business metrics and the customers themselves. This engages TalkTalk’s customer base and prevents them switching.

Natwest

We’re working with the bank leadership team to help NatWest on its journey to become no.1 for customer service, trust and advocacy on the high street by 2020. For us, that means leading the development of a customer strategy and a new approach to marketing to work hand in glove with the bank’s brand strategy.

We live in a world where financial services are increasingly digital and mobile based. We’re helping NatWest customers bank in new ways, that make their lives easier and that they find more helpful than ever before. However, millions of customers still visit the NatWest branches every day, so we’re also helping make that the best experience it can be too.

Working with NatWest staff to create better conversations through inspiring as well as helpful communications, in whatever format works best.

Argos

We’re working with Argos Leadership, and our colleagues at CHI, to help transform Argos into the leading omnichannel retailer in the UK. Like other bricks and mortar retailers, their view of the business has always been through a trading lens.

We’ve now added a Customer lens. We have a data team permanently onsite working with Argos’ own Insight team to create a single customer view. We’ve already been able to attribute 78% of transactions to individual customers and today have a clear view of ‘who, what, where, when and how’ customers shop Argos. This allows us to help Customers get more value out of the experience and delivers more value back to Argos.

Our ambition is to create SuperEngagement to match Argos’ ambition to be the SuperRetailer.

Clients

We’re helping make every customer count for some of the most well-known brands. If you want to be one of them get in touch today

People

Jonathan Stead

CEO

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Industry leader in defining customer engagement and management

Jonathan has hand-picked a talented team able to combine strategy, creative, data and technology to deliver new and effective ways of engaging with our clients’ customers

  • 27 Age Jonathan started Rapier
  • 1 Independent Agency of the Decade, 2010
  • 3 Children, all boys, all demanding customers
  • 7 Days taken to ski the Haute Route from Argentiere to Zermatt

Robert Reason

Chief Strategy Officer

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A deeper understanding of the conversations that matter between brands and customers

Rob has extensive experience working supplier side, agency side and client side consulting in data, media, comms, brand and, of course, digital. He has strong and growing interest in behavioural economics and neuroscience

  • 6 wonders of the world visited in 426 days travelling
  • 469 inspirational briefs written
  • 234 Linkedin endorsements across 35 disciplines of marketing
  • 1 Rapier wedding

John Ginn

Data Partner

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Champion of the intelligent application of data

John extracts not just hard facts and projections based on behaviour, but creatively inspiring thinking that helps businesses grow long-term value

  • 54 Years. The age of John’s Mod Vespa
  • 28 MIRRORS ON JOHN’S ANCIENT VESPA
  • 1:1 PROPER RATIO BETWEEN VODKA AND TONIC IN A PINT GLASS
  • 11 THE NUMBER OF THINGS JOHN THINKS WE REALLY NEED TO KNOW ABOUT CUSTOMERS TO MAKE A DIFFERENCE

Claire Halsey-Wright

Managing Director

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Brings a true 360 approach to new business management

Claire has an established track record of turn-around performance on major accounts as well as winning and maintaining substantial new business contracts

  • 3 feet off the ground; height at which her vertigo kicks in
  • 6,910 MILES CLAIRE HAD TO FLY TO FIND HER TRUE LOVE
  • 70 MPH. SPEED CLAIRE SKIS AT
  • 46 PITCHES WON

Alan Mackie

Executive Creative Director

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Expert in customer communications in all their touchpoints

Alan has won international awards in sectors from automotive to telecoms, and from healthcare to fashion. He’s resolute that success can only come from a team

  • 7 Number of years he's worked at the Agency of the Year
  • 43 The number of rugby matches he’s watched his kids play this year
  • 960 miles run on the Nike+ app
  • 1 Number of years in last 12 years when he hasn’t won a creative award

Graham Martin

Creative Services Director

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Makes sure all the work we produce is to the very highest standard

Over 20 years, Graham has honed his skill and attention to detail in all aspects of creative production and delivery. He gives our clients the confidence that customers are receiving premium communications across all channels

  • 4-2 The score by which his beloved Bradford City beat Chelsea in the FA Cup 2015
  • 3 The number of mac screens Graham uses simultaneously
  • 2,364 Individual pieces of creative work he’s over seen in the last 5 years