Brand identity and reputation matters in the construction sector. As accreditation scheme, loyalty programme and marketing communications experts for the industry, it’s something we’re keenly aware of.
We work hard to help our construction clients galvanise their reputations for quality and customer experience. Every day, we strengthen their brand identities by boosting positive perceptions amongst their audiences.
Since our business launched in 1999, we’ve evolved to become laser-focused on forging stronger, longer lasting relationships between clients, tradespeople and end users.
In fact, if we had to boil down everything we do into one simple phrase, we’d say that we build relationships and develop rapport.
Now, as we enter a new phase of expansion, delivering projects across the globe, we wanted to give our own identity a refresh and really shout about what we do.
Introducing Rapport Customer Management
Happily, as marketing specialists, we’re well versed in branding projects. And, after carrying out our own, we’re really excited to be unveiling ouar new identity – Rapport Customer Management (formerly Diversity Customer Management).
We want to signpost, clearly, what we’re successful at; relationship building, nurturing trust, creating rapport and, of course, customer management. We’re experts at it, providing a strategic, end-to-end approach that helps clients to establish, nurture and maintain valuable customer relationships.
Our aim is to combine human interaction and technology to the greatest effect for construction clients, delivering exceptional results as we pursue our growth aspirations under our new banner.
Our look and feel
The nuts and bolts of a brand are important too. So, we’ve kept our existing colourways, meaning anyone who already knows us will still recognise us and the change is focused where it matters most, on the name.
For ‘rapport’ itself we’ve chosen DM Serif Display, which has a chunky but classic feel and gives the name real impact without looking heavy-handed.
Having our brand name in lowercase was a deliberate choice. So much of what we do comes down to customer service; the calls, emails and everyday conversations we have with installers and customers. We take pride in being friendly and approachable, and we’re saying that with our lowercase look. With the ‘Customer Management’ wording, we’re creating a contrast that draws the eye. Our new logo presents the two interlinked elements of our service distinctly but as part of a whole.
The perfect time to reinvigorate
Our rebrand comes as we celebrate a year of growth and widening influence.
Big achievements for us in 2026 include the roll-out of our home adaptation quality assurance scheme, HAIN (the Home Adaptations Installers Network), to local authorities. We’ve also been appointed on an increasing number of projects based outside the UK, with our reach now extending to Southern Europe, Nordic countries and the US.
And we’ve successfully secured a host of industry award nominations, including two finalist spots in the UK Construction Marketing Awards.
It’s been a great 12 months and now we have the perfect brand in place to support our ambitions in 2027. Our mission is to keep building rapport with and for construction clients, backing the industry to deliver outstanding customer experiences.