Our Approach to Customer Satisfaction

Literally, thousands of books and articles have explored "Satisfaction" and "Results" in great detail. But they all boil down to a few very simple ideas:

	1)	Satisfied Customers and Productive Employees are key drivers in a company's financial success.
	2)	You'll never know who is really satisfied without measurement.
	3)	Measurement itself drives exceptional results.

Successful companies have learned:

		Measuring Customer Satisfaction (at the Unit Level) Drives Loyalty Happy customers become loyal customers and then they tell their friends. But you will never know how they feel unless you ask them. For every customer who complains, 20 to 30 do not. They vote by not coming back. Because customer experience happens at the unit level, that is where you'll need to measure it. Then, let customers become your teachers. Seek their feedback (good and bad) and incorporate it into continual improvements in your operations.
		Measuring Employee Performance Improves Employee Satisfaction and Productivity Good employees want to be held accountable. Mindshare™ allows customers to comment on employee performance, which gives them an objective measurement of their service delivery. Managers can then fine-tune training to the individual employee. Mindshare's products can also be used to monitor how satisfied employees are in their work environment.
		Measurement Makes Money Multiple research studies have shown that measuring customer satisfaction and employee performance drives future revenues and profitability. This has been our experience over and over with our clients. (See Case Studies.) Continuous measurement leads to improvement of weaknesses, emphasis on strengths, loyalty from customers and employees, and repeat business. This leads to improved sales and profitability.

Customer experience feedback is crucial to company success, but to be truly useful, feedback must...

Be REAL-TIME: (Stale feedback is simply history.)
Our products deliver real-time, real-customer information while the experience is still fresh in their minds, and useful. What good is old information? You can't afford to wait days or weeks to fix operational problems, or to implement cutting-edge innovative suggestions. Mindshare uses telephone and web interfaces without the expense and inflexibility of old IVR technology.

Be CONTINUOUS: (Movies are better than snapshots.)
A one-time snapshot view of your service or product delivery can be useful. But, a continual "finger on the pulse" of your customers is the only way to capture the operational issues that will help you continuously improve and build momentum. Employee turnover, changing tastes, even external conditions create a "moving target." Daily monitoring is required to allow you to effect continuous change.

Be EVERYWHERE: (Share the information all over the organization.)
Create a passionate, customer-centric organization by making sure everyone in the company knows what customers are experiencing. Mindshare's instant reports are available on the web and can be easily tailored to various management needs:

		Executive Management:	Strategy. Branding. Direction.
		Field Management:	Accountability. Management training. Course adjustments.
		Unit Management:	Tactics. Employee training. Local pulse. Resolution.

Drive ACTION: (Even real-time, continuous feedback is no good unless you ACT on it.)