- Mindshare Customer Connect™
- Mindshare Employee Connect™
- Mindshare Coach™
- Mindshare Text Analytics Suite™
- Mindshare Speech-to-Text™
- Mindshare Feedback Inbox™
- Mindshare Social Fusion™
- Enterprise Feedback Management
Buzz 
Catch Shout*
The growth of Social Media provides unique opportunities, but also unique challenges for companies attempting to obtain usable customer feedback. Mindshare has simplified the approach to Social Media feedback into three basic principles. These principles will help your company effectively interact with customers and increase their loyalty.
Listen to the Buzz
To have a good Social Media presence, you must be listening to what people are saying about you. There are hundreds of both free and paid services you can use to monitor the web for industry and brand-specific keywords. Let us help you find a service that fits your needs, then use it consistently to keep a pulse on your customer sentiment.
To have a good Social Media presence, you must be listening to what people are saying about you. There are hundreds of both free and paid services you can use to monitor the web for industry and brand-specific keywords. Let us help you find a service that fits your needs, then use it consistently to keep a pulse on your customer sentiment.
Catch and Connect
Through your listening efforts, opportunities will arise to reach out to dissatisfied customers. Connecting with them in a timely and understanding manner will increase your brand credibility and trust. (Studies have shown that customers who have complained and are then satisfied are up to 8% more loyal than if they had no problem at all.) Social Media posts and commentary usually do not include enough data to help you improve your operations at the local level. Sending these customers a link to a Mindshare mini-survey will help you obtain the additional data you need to prevent service lapses in the future.
Through your listening efforts, opportunities will arise to reach out to dissatisfied customers. Connecting with them in a timely and understanding manner will increase your brand credibility and trust. (Studies have shown that customers who have complained and are then satisfied are up to 8% more loyal than if they had no problem at all.) Social Media posts and commentary usually do not include enough data to help you improve your operations at the local level. Sending these customers a link to a Mindshare mini-survey will help you obtain the additional data you need to prevent service lapses in the future.
Shout and Promote
Your most satisfied customers want to talk about their amazing experiences. Providing links to multiple Social Media platforms at the end of high-scoring surveys, enables loyal customers to broadcast their positive experience to hundreds of friends and followers. Rewarding those customers (and communities) who express their satisfaction will help build even more customer loyalty.
Your most satisfied customers want to talk about their amazing experiences. Providing links to multiple Social Media platforms at the end of high-scoring surveys, enables loyal customers to broadcast their positive experience to hundreds of friends and followers. Rewarding those customers (and communities) who express their satisfaction will help build even more customer loyalty.
*This paper focuses specifically on using Social Media as a feedback tool. Other uses of Social Media include branding, marketing, public relations, networking and many others.
