sponsored by Mindshare Technologies
Posted:  05 Mar 2008
Published:  04 Mar 2008
Format:  PDF
Length:  9  Page(s)
Type:  White Paper
Language:  English
The purpose of this paper is to outline the basics of the correlation between loyalty and profits and to present the case for continuous customer and employee feedback.


Richard D. Hanks
President ,  Mindshare Technologies
Richard D. Hanks is President of Mindshare, the leading provider of real-time, automated customer feedback solutions. www.mshare.net. He is the author of “Delivering and Measuring Customer Service”. Rich has been a senior executive of several Fortune 500 companies, as well as, several start-up ventures. His experience spans multiple industries and disciplines, including many years as an adjunct university professor at Cornell and as an executive consultant. He was an EVP and Corporate Officer at Marriott, where he led the marketing strategy, sales, distribution, and revenue management. He was also CEO of BlueStep, a software start-up, which grew to include 8 branded products prior to it being acquired in 2002. He was nominated for Utah Entrepreneur of the Year in 2001 and 2007. He is an author and frequent teacher/speaker at trade, academic and professional gatherings, and is widely quoted in top business journals and trade publications. He obtained his bachelor's degree from Brigham Young University and his MBA from Northwestern University.

Customer Satisfaction | Customer Service Best Practices | Customers

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