Mindshare Technologies is pleased to announce publication of the second edition of the highly-praised book, Delivering and Measuring Customer Service, by its president Richard D. Hanks. According to Mindshare CEO, John Sperry, high demand for the book led to a second printing. “This book is a seminal work on service and customer feedback. This newly revised edition contains important updates, including additional chapters on social media, enterprise feedback management (EFM), and customer feedback ROI,” said Sperry.

Delivering and Measuring has gained high praise in the business community. Stephen R. Covey, notable author of The 7 Habits of Highly Effective People said, "As a student and teacher of the subject, this is the finest book on customer service I've ever read.” Bill Tiefel, Chairman Emeritus, The Ritz-Carlton Hotel Company, called it “must reading for those interested in customer service.”

In the book, the author proposes that the best way to thrive in any economy is to gain customer loyalty. This is done by providing stellar customer service and listening to customer feedback. Delivering and Measuring Customer Service provides a step-by-step breakdown of valuable methods and procedures, including:

Best practices for gathering customer data and feedback.
How to analyze information and put it to use for your business.
How to use Social Media to obtain structured feedback.
Tips for recovering customers before they defect.

Filled with practical advice and down-to-earth humor, Delivering and Measuring Customer Service is must reading for the business community.

About Mindshare Technologies
Mindshare drives operational improvement. Using Mindshare, 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. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.