Mindshare Technologies is pleased to announce the release of the latest version of its revolutionary customer feedback application, CONNECT 4.0.

“We are always striving to find better ways to help our clients get the feedback they need and want from their customers,” says John Sperry, CEO of Mindshare. “CONNECT 4.0 gives our clients increased flexibility in communicating with their customers, a more powerful means to extract and report data, better tools to follow up and track customer service lapses, and better tools to help their employees improve customer interaction skills.”

Richard D. Hanks, President of Mindshare adds, “A great deal of work has also been done to make our system run more efficiently than ever before. While end-user customers won’t notice a difference, our clients will greatly benefit from the current upgrades, and from our ability to make changes and improve CONNECT in the future.

Mindshare believes it is the fastest growing customer feedback company in the country, with clients in almost all major service industries, located all over North America. With CONNECT’s multi-language ability Mindshare also has gained clients with operations in Central and South America and Europe.

How it works
Mindshare’s process is quite simple. A customer is given an incentive (service discount, free gift, etc.) to call a toll-free number or log on the web and take a brief, automated survey. The survey can be taken immediately after the service experience using the customer’s own telephone, or as a web-based survey; whichever is most convenient to the customer.

After the survey is completed, the system collates the customer responses and converts them into highly actionable reports. These reports are immediately available via email or direct access on the Internet so that Mindshare clients know exactly how to improve operations, from the critical customer perspective. Access to the reports is permission-based, with reports targeted for each level in the company, from line employees to senior corporate executives.

Proven Results Using Mindshare
Mindshare is not just another feedback system. Unit managers use Mindshare to improve the behavior of customer-facing staff. By strengthening operations in each unit, the following results are typical:
1. Improved Customer Satisfaction
2. A Growing Base of Loyal Customers
3. An increase in Sales and Net Profits

Because Mindshare CONNECT is a centrally-operated and hosted solution, there is no software or hardware for the users to install.

Selected Version 4.0 Improvements
A small sample of the improvements made in Mindshare CONNECT™ 4.0 includes:

1. Web Surveys - Web surveys are now multi-lingual with custom styling, colors, fonts, and branding, all continuing to feed into Mindshare’s robust reporting engine, which integrates responses regardless of collection method.

2. Incident Management – “Incidents” can be triggered by any question or any combination of responses. An incident is designated as “open,” “in process,” or “closed” so management can quickly see its current status or disposition. Responsible parties can make comments in the record and change the status of each incident. All entries are time-stamped and include the user’s name.

3. Instant Alerts – Instant notifications (e.g. Service Recovery Alerts) can be triggered by either low or high scores or when specific triggers occur.

4. Custom Calendar Reporting – Added completely flexible time-period reporting capabilities. (e.g. 28-day periods instead of standard calendar months)

5. Score Weighting – Added significant flexibility to the weighting and presentation of survey scores.

6. Announcements – Users can post multiple internal announcements, building them using an easy-to-use editor. This includes a history list of past announcements.

7. Administration – Clients have the ability to manage their own users and announcements.

8. Column Coloring – Report columns can now have a background color to “call out” the data

Mindshare is excited to be bringing these and many other improvements to our clients. Mindshare is the best way to CONNECT everyone - from executives to front-line employees - directly with customers every day.

Mindshare is the most efficient, accurate and cost-effective method available to collect information about customer experiences and perceptions. This latest upgrade increases the ability of Mindshare clients to analyze their customer feedback and better understand how to manage, improve, and grow their businesses.

Mindshare CONNECT™ 4.0: “Operations Improvement through Customer Involvement.”