Mindshare case studies

Call Center, Cable Television Company

Reducing Customer Churn

the Challenge:

Connect with, and retain, customers who have had a poor service experience and are at a high risk of defecting


Home Services, Pest Control

Using Customer Feedback to Improve Customer Retention and Value Perception

the Challenge:

Improving value perception and keeping price from being the customer’s primary purchase motivator


Quick-Serve Restaurant

Using Customer Feedback for New Product Research & Introduction

the Challenge:

From well-defined customer trials, determine customer reaction to new product offerings


Various Clients & Industries

Using Automated Surveys to Empower Front-Line Associates

the Challenge:

How to motivate and empower employees. How to remove senior management’s “babysitting” role.


Fine Dining

Operational Training Using Customer Feedback

the Challenge:

Our client was unaware of multiple poor practices being employed by restaurant wait staff.


Call Center, Telecommunications Company

Maximizing First-Call Resolution

the Challenge:

How to reduce the amount of times a customer must call in to resolve a single issue (first-call resolution)


Mall-Site Retailer

Increasing Market Basket Size

the Challenge:

Increase average purchase amount without sacrificing margins. Qualify to obtain distribution rights for exclusive product brands.


Casual Dining

Improving Image, Menu, and Food Quality

the Challenge:

Improving a themed restaurant’s image, menu, and food quality


Hair Salons

Immediate Service Recovery and Operational Training Using the Voice of the Customer

the Challenge:

Our client was unaware of multiple poor practices being employed by Hair Stylists.


Various Clients & Industries

Gathering Customer Feedback Under “Do Not Call” Legislation

the Challenge:

Obtaining direct customer feedback in light of the “do not call” list and the current anti-intrusive surveying sentiment


Private Club & Fine Dining

Changing Strategy and Menu to Match Customer Expectations

the Challenge:

An experienced restaurant management group was unaware that their delivery was not matching customer expectations in a joint-use, restaurant-club location.


Hair Salons

Automated Surveys Increase Cross-Sales and Add-On Sales

the Challenge:

How to improve cross-sales and sales of ancillary add-on products


Hair Salons

Automated Surveys for Store Improvement (Product and Service)

the Challenge:

Improving Store Product and Service results, leading to improved profits and customer loyalty


Hospitals & Clinics

Acquiring Detailed and Actionable Information

the Challenge:

Providing a hospital chain detailed and actionable information about specific medical professionals and specific departments in individual hospitals and clinics.


AUTO PARTS RETAILER & SERVICE PROVIDER

MAINTAINING HIGH SATISFACTION SCORES REGARDLESS OF ITEM AVAILABILITY

the Challenge:

A nationwide chain of auto parts retail stores and service centers was having difficulty keeping certain items in stock and wanted to ensure that they retained customers even when the item they were looking for wasn’t in stock.