Mindshare President Richard D. Hanks is featured on AskBTE.com "Insiders Obervations". AskBTE.com is published by Business Travel Executive Magazine. Part of the column is reprinted below. Click here for the complete article. Subscription required.

It's one thing to get feedback about the value of your travel program. It's another to figure out how best to act on it. Rich Hanks, CEO of Mindshare Technologies, gives a great example. Mindshare assists companies' CRM efforts by collecting customer feedback – and then helping meet the expectations that are revealed. One of Hanks' favorite stories concerns a seafood restaurant. An evening of customer surveys drew the same complaint several times: there were no clams in the clam chowder. "The manager fixed the problem the next morning by training the new waiter to stir the soup before serving individual bowls. Why? Because clams sink to the bottom of the pot. One minor change made a huge difference."

About Mindshare Technologies
Mindshare Technologies' business monitoring tools help companies improve operational excellence and minimize customer attrition through personal customer involvement. 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 enterprise reporting. With Mindshare, companies can determine the type of information they collect, who can access it, and how it's reported. As a hosted system, Mindshare is affordable and flexible, with surveys and reports tailored to fit individual needs. The reports are web-accessible 24/7 or by timed 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.

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