Solutions:
- Mindshare Customer Connect™
- Mindshare Employee Connect™
- Mindshare Coach™
- Mindshare Reveal™
- Enterprise Feedback Management
Mindshare Recommendation Engine™
Mindshare Coach™ guides unit-level managers to focus on the most important drivers of customer satisfaction. Managers don’t have the time or statistical knowledge to wade through mountains of data. Mindshare Coach™ does it for them. It finds the customer experience elements that will have the greatest impact on customer satisfaction, leading to better financial results for the business.
How it works
Mindshare Coach™ is powered by advanced data mining and statistical analytics. Based on real-time feedback, it predicts which key drivers of customer experience will most likely improve satisfaction. It is enterprise-grade, extremely fast, and is able to provide real-time advice to complex organizations with thousands of locations.
Not only “where” to focus, but “how”
Mindshare Coach™ draws on its analytics to recommend a specific plan of action. These recommended actions are pulled from a client-provided, tailored database of Standard Operating Procedures (SOPs). Specific advice can be given to each division or brand within the company, providing targeted recommendations for operational improvement. Mindshare Coach™ provides each local manager with the kind of suggestions your best operators would make if they were there.
Key Benefits Summary
- Transforms general customer feedback into specific unit-level recommendations.
- Uses advanced data mining and statistical analytics, so you won’t need to.
- Easy to understand – no wading through mountains of data or deciphering statistics.
- Picks the key attributes that will help you most (see story to the right).
- Focuses employee actions where they will make the most impact on customer loyalty.
- Trains local managers using your procedures
If recommendations were being made to a hospital, Key Drivers might include doctor competency, patient care, and hospital food. Stereotypically, hospital food is not well thought of and is scored poorly by patients. If hospitals only worked on their lowest scoring attributes, they might spend lots of time and resources on improving their food every month. But, as it turns out, there isn’t much of a statistical link between hospital food and patient CSI. Patients care a lot more about other factors such as doctor competency or patient care than they do about food quality. They may not like the food, but it doesn’t affect their satisfaction or willingness to recommend the hospital to their friends. The trick is to recommend the variable that is most important, not always the one with the lowest score.
