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Improving the business of others

Mindshare written Up in the International Business Press

September 18, 2008
Zillion Magazine
Mindshare was recently profiled in the Netherlands-based buiness Magazine, Zillion. The article is reproduced below.

Mindshare Technologies is a leading provider of real-time customer feedback solutions.
Zillion spoke with Mr. Richard D. Hanks, Mindshare co-founder, Chairman and President. "We help companies improve their operations by incorporating precise and timely customer feedback, such as 'rate the taste of your meal', or 'did the phone agent solve your problem.' "

Established five years ago, Mindshare has since developed into one of the fastest growing customer feedback companies in the world. "We currently take over 40,000 surveys a day in 67 countries and in 14 languages," states Mr. Hanks, adding that Mindshare recently completed its 60th consecutive month of revenue growth, following the completion of its 20 millionth customer survey. The company boasts many fortune 100 clients in more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive and retail. Clients range from small regional chains to large multinational corporations, such as Hertz and McDonalds. According to Mr. Hanks much of the company's success can be attributed to doing just what the company advocates…listening to the customer.

Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and insightful enterprise reporting. "Each survey is about that specific customer's experience," explains Mr. Hanks. "It is voluntary of course, but usually people like to provide feedback. The surveys happen right after the service is provided, which is essential, because the collected data is immediately presented to our clients, so they can make changes to their operations. Let's say a seafood restaurant serves undercooked fish, they can immediately change the process that caused the fish to be undercooked."

John Sperry, CEO; and Richard Hanks, President and Chairman, Mindshare Technologies
With the help of Mindshare, companies can decide what type of information they wish to collect, who has access to it, and how it's reported. Because Mindshare offers software as a service, it is reasonably priced and flexible, with surveys and reports tailored to fit individual needs. "You don't have to install the software on your computer; you can use it from anywhere in the world." Says Mr. Hanks "The reports are web-accessible 24/7 or by scheduled email, and the software is updated every three or four months with new features. Clients can technically be up and collecting surveys within a day. "However, it usually takes at least a week, since the client needs to have meetings and so on," explains Mr. Hanks. "Our technology is extremely flexible. Our competitors have to change their database and reports with each change, but we are very fast; we have about 5,000 questions available and can easily change a survey or report in seconds."

Recently it was announced that Mindshare and its founders have been named as finalists for the Ernst & Young Entrepreneur of the Year 2008 award. "We are very excited. It is a great honour for our company and our staff, who work very hard and are the best at what they do. It is great to be recognized," says Mr. Hanks, who is confident that Mindshare will continue to grow and deliver customer feedback solutions across a variety of industries. "The opportunities are limitless."


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.