Mindshare White Papers

Service

The Platinum Rule of Service

Years ago I attended a seminar where a consultant introduced the audience to the concept of the Platinum Rule. Most of us are familiar with the Golden Rule and many people strive to live by it: ... Read More

Sweating the “Small Stuff” to Drive Revenues

Have you heard the saying, “Don’t sweat the small stuff?” I don’t know who the original author was, but I’d be willing to bet you two things:  They didn’t die of a Type A heart attack. They didn’t succeed in the ser... Read More

Recession? Steal Market Share Through Increased Customer Service!

Mindshare Technologies, the leading provider of real-time, automated customer feedback solutions weighed in today with the following point of view on how service companies can weather a recession.... Read More

Is Customer Service Extinct?

Is customer service becoming extinct? Have we hunted it to extinction? Will an economic downturn be the last straw? Can it recover from the endangered species list? Who or what will make that decision?... Read More

Ten Sure-Fire Ways to Turn Customers into Brand Enthusiasts

Loyalty. What creates it? How can you sustain it? Is there a “secret sauce” that helps you transform a run-of-the-mill customer into a wildly enthusiastic devotee? What motivates a consumer... Read More

MEASUREMENT & ENTERPRISE FEEDBACK MANAGEMENT

Social Media and Customer Experience Feedback

Twitter, Facebook, LinkedIn, and web blogs are just a few Internet services that make up the new growing digital world called social media (SM). SM provides participants with a community to create and maintain relationships and a forum to share their... Read More

Service-Lapse Recovery Requires Local Accountability

People have an innate need to connect with each other. It’s what drives us to be close to our families and friends. For some, this desire includes the businesses with whom they commonly... Read More

Real-Time Feedback, Urgent Response

Do you want your service company to win? Here’s my take on how: Listen (to your customers). Fix (the situation). Now (respond urgently)! I believe that real-time feedback and urgent response are among the most powerful differentiators with winnin... Read More

Performance Reviews Using Customer Feedback

When was the last time you had to do a negative performance review with one of your employees? I mean the kind where you are the bearer of bad news and have to lay down the law in a forceful ... Read More

Negative Feedback Is Good, Too

We all like positive feedback. It’s natural to feel good when someone gives you a pat on the back. In business, that feeling is extrapolated ten times. There’s nothing quite like the thrill of a satisfied customer telling you how perfect their e... Read More

Listen & Learn: Improving Operations by Utilizing Customer Feedback

Customer service means being aware of needs, problems, fears and aspirations. Numerous studies have shown that the cost to acquire a new customer is five to ten times the amount of... Read More

But, Will Customer Feedback Measurement Improve Our Profits?

Our approach at Mindshare Technologies is built on two very simple axioms of business. Hundreds of books, white papers and research projects have explored the correlation between “Satisfaction,” “Loyalty,” and “Profits.”... Read More

Automating Your Call Center Feedback

We’ve all heard someone totally upset over a bad experience they had on a phone call with a call center. At some point, we’ve each probably felt that way ourselves. It may be wait times that are too long, poorly recorded messages, or an agent w... Read More

Are You Ready for Enterprise Feedback Management?

Mindshare uses the industry term enterprise feedback management (EFM) to describe the process of systematically collecting, analyzing, consolidating, and then using all sources of feedback to improve your business and your overall... Read More

So... How’d it go? Using Real-Time Feedback to Enhance the Guest Experience

Henry Ford was on to something when he said “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” ... Read More

RESEARCH & OTHER

The Secret to Being the Best

Wanna win? Wanna be the best? Wanna become number one at what you do? There is a way. It isn’t easy, but it is simple. Here are several things to consider: ... Read More

The Balanced Scorecard: A Practical Approach

Financial metrics have been the main scorecard of success for hundreds of years. But by themselves they don’t measure the complete health of a business. Financials measure... Read More

Is There Really an “Ultimate Question”?

A number of our clients have approached us recently to ask about using Net Promoter Score (NPS) as the scoring methodology for their customer satisfaction surveys. Much of the hype around the NPS scoring method is attributable to Fred Reichheld’s... Read More

If You Don’t Survey Guests, You Won’t Really Know

Those who love football will remember the following famous quote by Coach Woody Hayes. When asked why his team didn’t pass the football more often, he replied, “Three things can happen when you throw a pass,and two of them are bad.” ... Read More

Build Vs. Buy: Why Use a Hosted EFM Solution?

Do you make your own electricity? Water and sewer? Furniture? POS systems? Printer drivers? Of course not! Similarly, should you try to build your own EFM system (including customer and employ... Read More

Using Customer Voices to Accentuate Marketing

Facing stiff competition from a rival chain? Here’s a quick tip: Don’t alienate the customers you’ve already earned. Remember the introduction of New Coke? The 1985 fiasco is still cited as a prime... Read More

Beating the “Do Not Call” Registry

Sorry folks. Some of you are going to be disappointed. This isn’t a primer on skulking around with a new secret formula to get inside people’s heads at dinner time. Nope. Nothing here about skirting the rules on the FCC’s dictum... Read More