Finding Your Frictionless Feedback

Posted on: April 30th, 2013 by Kurt Williams - CTO

Survey Taker vs Survey Analyst

I recently received an email inviting me to fill out a customer satisfaction survey from one of my favorite online outdoor equipment retailers. I freely admit that I only opened it out of competitive curiosity. When I opened the email, and it promised to take only two minutes and ask two simple questions, I exclaimed, “An NPS survey! ROCK ON!”

But that was me speaking as the survey taker. As a data scientist and survey analyst, I recognized the shortcomings of an NPS-style survey. There’s no way to control the data points in the sample, so this equipment retailer wouldn’t be getting the data required to slice and dice my results in interesting and meaningful ways.

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Mindshare Inbox:
Real-Time Survey Response

Posted on: April 30th, 2013 by Jon Grover - VP, Product Management

Mindshare Inbox iPhone Screenshot

WHO IT’S FOR

THE LOCATION MANAGER

Unit supervisor responsible for the performance of a single location, working directly and daily with employees and customers on the front lines
 

WHAT IT DOES

Most people are accustomed to receiving emails the second they’re sent. Receiving these messages any slower than instantaneously would simply be unacceptable.

Mindshare Inbox was created to help managers on the front lines of the organization view feedback, manage incidents, and tag surveys gathered by Mindshare—instantly.

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Mindshare: Thicker than Mud

Posted on: March 29th, 2013 by Mindshare

Communication That Doesn’t
Take a Vacation

Gavin Camping with FamilyThe Labor Day weekend of 2012 started on Friday, August 31. Like many fellow Americans, Mindshare developer Gavin McClellan headed for the hills with his family to celebrate in the great outdoors.

As they pulled in to their site, beyond the reach of cell phone service, a storm camped out in the hills above their home.

On Saturday, September 1, heavy rain, hail, and 60 mph winds bombarded Saratoga Springs. Reports state that an inch of rain poured down between 7 p.m. and 8 p.m. alone—a large portion of that falling on the burn scar left from a wildfire earlier that summer. The combination of exposed soil and torrential rain set a mudslide in motion, and the McClellan Home was one of 24 in its path.

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Data Integration for a More Detailed View of Your Customer

Posted on: March 29th, 2013 by Erich Dietz - Vice President, Business Solutions

The mystery of your customer is being solved in pieces.
It’s time to put those pieces together.
 

Data Divided

Because businesses are divided into departments, so is business data. Although more and more companies are figuring out how to use analytics technology to understand their data, they continue to do it in silos. One team analyzes customer experience data, another team analyzes transactional data, and yet another analyzes operational data.

 

The Silhouette Method

ShadowsWeb

This is like having each department cast their own light on your customer and learn from the shadow it produces. The basic shape and size of the customer can be obtained from this “silhouette” method, and these individual dimensions can be useful for providing direction to decision makers. Simple, department-specific insights are a good start, but adding more dimensions to your customer view is critical to future success.

For example, using customer survey data alone, your company can build out a strong plan for improving customer service and increasing customer satisfaction. The benefits of department-specific plans like this are real and important, and each department can do something similar.

This helps companies progress via smaller, department-specific strides.

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Five Ways to Use Your Most Common Customer Feedback

Posted on: February 7th, 2013 by Clint Dalton - Marketing

What They WantYou don’t need customer feedback to tell you that your customers want to be treated with respect.

You don’t need customer feedback to tell you that a smile translates across a telephone line—and even a computer screen.

Yet, not surprisingly, that’s the story most frequently told in customer comments. From the thousands of customer reviews that Mindshare sees daily, the bulk of customer insights contain the same common sense recipe for success: “Be nice. Be happy. Keep products in stock. Treat customers like people, not transactions.”

Of course, completely unexpected insights pop up, too—but the fact of the matter is that the overwhelming majority of customer comments amount to this:

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