case studies...

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

Multiple Clients, Multiple Industries

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 telesurveys, 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.

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 MINDSHARE™ 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. Customers call into a toll-free number, 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.

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 provides.

Speed	Capture customer experience daily (not stale 30-90 day-old 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