“Listen, Engage and Improve.” That's the mantra that Mindshare Technologies lives by, evident in the general availability of Comment Poster, a new reporting suite that acknowledges that customer opinions and feelings are important for improving the customer experience across brand locations.

"Customer comments are virtual goldmines for ongoing tips on how to improve the experience at brand locations, and Comment Poster brings these valuable insights to the forefront," said Kurt Williams, chief product officer at Mindshare Technologies.

Comment Poster, as the name suggests, encourages customers to post comments (both positive and negative) about the staff or a particular employee, about their experience, about the services and what in their opinion could be done to improve customer journeys and their aftermath.

Once these comments are posted, the integrated text analytics within Comment Poster goes to work. It identifies customer issues that figure frequently and also pulls out the most outstanding recent comments. It prioritizes and summarizes them with an instructive snapshot so that managers can easily take in the information at a glance.

The engine doesn't stop at that. It then separates the positives and negatives into separate columns and numbers them. The names of top individual employees are extracted, and depending on the kind of comments against their names, managers either reward them in public or re-train them in private.

Thus, the aim of the cloud-based voice of the customer technologies is to recognize employee accomplishments, reinforce key service principles, and make timely course corrections. Ultimately everything adds up to improving customer satisfaction by understanding the customer experience at every touchpoint.

“We anticipate that Comment Poster will fast become a favorite tool for location managers in quickly assessing the pulse of customer sentiment and using their feedback to focus efforts on the most important areas,” observed Williams.

Mindshare Technologies recommends its clients print out the Comment Poster for display in employee common areas. The printout acts as a constant visual reminder of customer feedback and reinforces how important the voice of the customer is.