Is Customer Service Extinct?
Is customer service becoming extinct? Have we “hunted” it to extinction? Will an economic downturn be the last straw? Can it recover from the endangered species list? Who or what will make that decision? All good questions – but maybe not the right questions. As consumers, rather than spend our time bemoaning the loss of [...]
Mindshare Technologies Announces Partnership With IBM and Hertz at IOD Show
The last few days at the IOD Conference have been amazing for Mindshare. On Monday, our partnership with IBM and Hertz in an effort transform the Voice of the Customer industry was announced. The combination of Mindshare’s survey and reporting technology with IBM’s text analytics platform allows our clients to glean huge amounts of new [...]
Hundreds of Millions of People Give Businesses Feedback Every Day. Are You Listening?
Social media is all anyone seems to talk about lately. Many people see social media as a fad, or just a venue for people to vent. Other people view the open-ended comments found on social media sites as the “future” of customer feedback. The reality of social media is that it is changing how we [...]
Competing Against Mediocrity
“Somehow we got the notion over the last few decades, that success is simply a function of beating the other guy. But this can’t be the only measure of success we use. What if the other guy is mediocre? Then we’re only better than the “bottom of the barrel.” What words do they put on [...]
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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