The Challenge:
Obtaining direct customer feedback in light of the current 'Do not call' list and anti-intrusive surveying sentiment.

The Client:
Multiple Clients, Multiple Industries

Situation:
Over the recent past, a large number of companies have recognized the need to gather customer feedback in a timely, cost- effective way. Traditional methods have included comment cards, exit interviews, hotlines, and mystery shoppers. Each of these methods has limitations and shortcomings.

In addition, the last decade has seen an exponential growth in tele-surveys, telemarketing, and other intrusive means of contacting customers to get their direct input. However, the recent creation of the Federal Trade Commission's "Do not call registry" has effectively halted businesses' ability to proactively gather customer experience feedback through intrusive means.

Action:
At Mindshare Technologies, we have what we consider to be the perfect solution to the "Do Not Call Registry." That is because we didn't espouse proactive, invasive calls to the customer in the first place. Mindshare's product is a non-intrusive, customer opt-in management tool that allows our client's to collect large amounts of customer feedback on a timely basis, without the invasive nature of proactive 'dinner-time' surveys.

Mindshare works by presenting customers with an incentive on the bottom of their point-of-sale receipt to complete an automated survey. Customers call into a toll-free number, or visit a website, answer a few questions and may even leave a verbatim voice recording if they choose – all on a volunteer basis. At the end of the survey, customers receive a redemption code good for the next service.

Results:
Our clients report tremendous satisfaction with using Mindshare's products to bring the customer into their service strategy. We promote a system that turns "Customers into Instructors, and Management into Students."

Mindshare's system provides…

Speed	Capture customer experience daily (not old, stale reports)
Volume	Glean feedback from 100's of customers. (Not 1 or 2 mystery shops)
Flexibility	Software allows you to change questions easily, quickly with "drill down" questions
Cost effectiveness	A price point that is difficult to match
Real Customers	No filters. Let your front-line associates hear actual customers' feelings

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About Mindshare Technologies
Mindshare helps companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. As a hosted system, Mindshare is affordable and flexible, providing automated surveys and reports tailored to each client’s specific needs. The reports are web-accessible 24/7 or by scheduled email delivery. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. For information, visit www.mshare.net or contact us:

CONTACTS:

Richard Hanks
John Sperry

(801) 743-7580
(801) 743-7567