Mindshare is please to congratulate president, Richard D. Hanks on the publication, and positive reviews generated by his book, Delivering and Measuring Customer Service.

Not a book on the theory of customer service, Hanks instead gives his readers a common sense "how-to" approach on taking care of customers, measuring their experiences, and taking actions to improve. Readers will learn that 1) customer retention is as important, if not more important than, customer acquisition, 2) delivering exceptional customer service and measuring customer satisfaction are no longer optional, and 3) strategy is helpful, but execution is paramount!

Delivering and Measuring has gained praise in the business community. Stephen R. Covey, notable author of The 7 Habits of Highly Effective People had this to say, "As a student and teacher of the subject, this is the finest book on customer service I've ever read. Why? It's so practical, so down to earth--beautifully bridging theory and principles with techniques and practices. A literal treasure trove of doable ideas!"

Entrepreneur.com gave it the following review: "Without customers, a business is doomed to failure. Delivering and Measuring Customer Service is a complete and comprehensive guide for business owners who want to deliver these valuable people the best service possible. Looking at the evolution of customer service through recent history, Delivering and Measuring Customer Service discusses such matters as getting accurate feedback on how one's business is doing, and how best to use that feedback effectively, along with many more general tips. A guide that every business owner should consider required reading, Delivering and Measuring Customer Service is highly recommended for community library business collections."

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 helps 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. As a hosted system, Mindshare is affordable and flexible, providing automated surveys and reports tailored to each client’s specific needs. The reports are web-accessible 24/7 or by scheduled email delivery. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. For information, visit www.mshare.net.