Is There Really an Ultimate Question?
Mindshare Technologies

Should you believe the hype that using Net Promoter Score (NPS) is the single performance metric that can help you understand customers and…

Service Excellence: Courtesy of the 5 “Es”
Mindshare Technologies

The five “Es”—“Excellence in the execution of the experience by everyone, every time!”—are required in today’s environment of…

Using Customer Voices to Accentuate Marketing
Mindshare Technologies

The best marketing tools you have are not the clever minds in your marketing department, but your most loyal customers. By engaging your customers…

How Employee Satisfaction Can Improve Customer Service
Mindshare Technologies

Research shows a strong link between employee performance and customer satisfaction. Thus, who better than your customers to let you know how…

How to Use Feedback Information to Secure Repeat Customers
Mindshare Technologies

The key to repeat business is communicating with customers. Fortunately, that’s the easy part, as modern technology—combined with a…

Sweating the “Small Stuff” to Drive Revenues
Mindshare Technologies

In the context of the service provider experience, the “small stuff” can separate the winners from the losers. If your hotel guests think the…

What Do You Really Want to Know about Your Customers?
Mindshare Technologies

Your customer relationship management (CRM) software can provide you with incredibly detailed information about your customers and their…

But, Will Customer Measurement Improve Our Profits?
Mindshare Technologies

The correlation between customer loyalty and your company’s profits can boil down to two simple ideas: that loyal customers and productive,…