Employee Loyalty = Customer Loyalty = Financial Success
We’ve all been to that coffee shop. Every week there’s a different overly-pierced twenty-something behind the counter. You wish your experience was more like an episode from “Cheers” where you walk in and everyone says “Norm!” (even if that’s not really your name) and the employee already knows what you want and has it ready [...]
The Key To Continuous Improvement – Be Teachable
The hallmark of a truly teachable person (or company) is a willingness to measure performance and improve continuously. The entire proposition at our company, Mindshare, is built on an organization’s willingness to ask customers and employees to give honest feedback, and then have the courage to make the needed changes. Similarly, the truly teachable individual [...]
Why Employees Aren’t Giving Feedback
A recent survey of over 50,000 individuals at one company shows that nearly 50% of all employees, from the boardroom to the mail room, feel it’s not safe to speak up or challenge traditional ways of doing things. In any company, one of the most influential factors affecting profits is making accurate and informed decisions. [...]
The 2010 Mindshare Service Awards™
Customer Service Award for Most Consistent Rating Across the Enterprise Papa Murphy’s International (Winner) One of the biggest challenges of growing a brand is maintaining a consistent customer experience to protect and promote brand image. When Mindshare began its relationship with Papa Murphy’s International in 2006, the take ‘n’ bake pizza chain had about 900 [...]
What Would Zappos™ Do? (WWZD?)
“We’re a service company that just happens to sell shoes.” (Tony Hsieh, CEO of Zappos) This statement says volumes about why the Zappos brand has become synonymous with customer service. Hsieh says that the main focus of Zappos is not to sell shoes to make a profit, but to make every experience with a customer [...]
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