 |
Volume
2, Issue 1 |
|
 |
| |
| |
| There
is a lot of commentary floating around about the
Customer Experience (30-35 books in 2002) and
its critical importance to establishing a competitive
edge. Mindshare CONNECT™ provides an easily
implemented, cost-effective means of capturing
and monitoring your Customer Experiences on a
daily basis. We think the following article by
Ben McConnell and Jackie Huba is particularly
insightful: |
“THE BIGGEST OBSTACLE TO KNOWING WHAT CUSTOMERS
REALLY THINK ABOUT US? FEAR.
We fear they’ll tell us our product or service
stinks, that we’re horrible people and we should
never have set foot on earth.
Yet most companies never hear that type of painful
feedback. Our research finds that companies with strong
word of mouth and customer devotion behave like high-performance
athletes when it comes to focusing on customer feedback.
In effect, they are feedback machines. Customer feedback
drives their marketing strategies, product development
and service expectations...
| About
The Authors: |
| Ben
McConnell and Jackie Huba
are the authors of Creating Customer Evangelists:
How Loyal Customers Become a Volunteer Sales
Force. More information on the authors and the
book can be found at www.creatingcustomerevangelists.com |
|
...Companies that operate as feedback machines—using
a plus-delta model of understanding what customers
love (the plus) and what they would improve (the delta)—make
improvements to their operations quickly and efficiently.
Overcome the fear of customer feedback and make a
bold move toward creating volunteer referrals with
these tips, the 10 Golden Rules of Customer Plus-Delta...”
|
|
| |
|
|
| |
| |
Mindshare Technologies, Inc. (www.mshare.net ) is pleased
to announce that Richard D. Hanks has joined the company
as President. Mr. Hanks will also continue on in his role
as Chairman of the Board of Directors. He will work closely
with John Sperry, CEO, and the rest of the team to continue
to grow the company...
...Mr. Hanks has been a senior executive of several Fortune
500 companies as well as several start-up ventures and
brings extensive experience in worldwide sales, strategy,
marketing and research. He was an EVP and Corporate Officer
at Marriott, where he led the marketing strategy, sales,
distribution, and revenue management efforts for Marriott's
13 lodging brands, and $18 Billion in sales. Most notably,
Rich was named “The Leading Sales Innovator in the
Lodging Industry,” and Marriott’s sales team
was rated one of the top 25 in the U.S. for 4 years under
his leadership. Rich also led Marriott onto the Internet,
establishing the hospitality industry's most successful
online presence, and prompting Bill Gates to refer to
him as an "important Internet champion" in his
book "Business @ the Speed of Thought".
For more about Richard D. Hanks and Mindshare
Technologies, click here.
|
|
| |
| |
| |
Mindshare Technologies and Brand IQ announced today that
they will partner to provide store front businesses with
a customer experience measurement and management solution
driven by a next generation customer feedback system.
Brand IQ clients can now get immediate feedback at the
store level directly from their customers.
Historically, restaurants, retailers, etc have been forced
to measure the customer experience at the store level
by proxy – through analysis of sales data or store
traffic - or qualitatively – through mystery shopping
programs. Mindshare’s cutting edge interactive voice
response technology captures the customer experience in
every store on a daily basis and makes management reports
available immediately via email and the web. Additionally
a powerful analytical engine and simple interface allows
managers to conduct their own analyses to uncover key
insights.
For more about the Mindshare Technologies
and Brand IQ partnership, click
here.
|
|
| |
|
|
