SALT LAKE CITY--(BUSINESS WIRE)--Mindshare Technologies, a leader in cloud-based Voice of the Customer (VoC) technologies, today announced accelerated adoption of Mindshare OpenTell™, the company’s fully integrated product that collects and publishes certified customer reviews to the Web for companies in any industry. Since its launch in November 2013, OpenTell has collected more than 1.8 million customer reviews from nearly 5,000 brand locations across North America.
A diverse group of companies have adopted OpenTell as part of their commitment to deepening relationships with their customers, and providing them with outstanding experiences. Among the list of OpenTell clients is The Melting Pot, the premier fondue restaurant franchise in North America with more than 135 locations. The Melting Pot began using OpenTell at the start of 2014 and has received nearly 100,000 individual reviews, an exponential increase from the quantity posted on traditional open review sites. With the higher volume, The Melting Pot is able to deliver timely feedback to both front-line employees and management, who are empowered to make informed, real-time adjustments that drive better service and business results.
“Guests who visit our restaurants expect their experiences to be a cut above the rest, and we take that responsibility seriously,” said Mike Lester, president of The Melting Pot, a Front Burner Brands concept. “In order to deliver on that expectation, we seek input from our customers wherever and however we can get it. OpenTell's closed platform allows us to gather more input in one place and feel confident those reviews are accurate and transparent. This kind of quality feedback informs the actions we take to deepen relationships with our customers and is essential in our ability to transform casual diners into loyalists.”
Other new OpenTell clients include Beans & Brews Coffee House, Elephant Bar Global Grill/Wok Kitchen, The Maids, Pizza Inn, and others. Verified customers of these brands are invited to take part in online surveys about their experience. All rankings are then published on the OpenTell site. Customers can choose whether to make the comments public, or make that portion of their feedback visible only to the company. To find more brands using OpenTell, visit http://opentell.com.
“Although the response to OpenTell has exceeded our expectations, it’s not surprising that companies and consumers are looking for alternatives to open review sites, which are plagued by legal, regulatory and reputation challenges,” said John Sperry, CEO of Mindshare Technologies. “Consumers don’t know which reviews to trust, and the lack of quality and quantity leave companies without much direction on what’s working, and what needs improvement. OpenTell solves both problems. Its closed architecture prevents fraud, while at the same encouraging more, and more helpful feedback. As a result, brands get timely information with insights that can improve the way they do business across every level of the organization, and consumers get reviews they can really trust.”
OpenTell provides a differentiated customer feedback solution for both brands and consumers in a number of ways:
- Accuracy – Reviews on OpenTell offer a holistic and accurate representation of the customer experience at each location by ensuring a statistically significant sample size.
- Authenticity – To ensure authentic customer representation, OpenTell only invites actual paying customers who have visited the location to speak to their experience. Customers use the validation code from their receipt to leave feedback.
- Timeliness – OpenTell continuously generates a high volume of reviews (approximately 30-50 response per month per location) to ensure reviews reflect recent brand experiences.
Beans & Brews has more than 20 coffee house locations throughout Utah and recently rolled OpenTell out to its corporate stores. “Feedback from real customers is invaluable,” said Carrie Mongold, vice president of marketing at Beans & Brews. “With open review sites, it’s impossible to know whether the comments are legitimate or not. Because each review in OpenTell is connected to an actual customer transaction, we can have total confidence in the information. As a result, we’re able to use that input to target actual problems, and reward specific employees for doing a great job. Mindshare and OpenTell are allowing us to engage both staff and customers at a much higher level. And that’s great for business.”
As customers increasingly turn to the Web for reviews to help guide their spending decisions, OpenTell has provided a valuable resource for consumers in addition to brands. Because every review is certified, OpenTell provides a fraud-proof destination where consumers can both provide important and actionable feedback, and find accurate and timely information to inform their own choices.
About Mindshare Technologies
Mindshare Technologies is the largest provider of cloud-based VoC solutions for the food services, retail and contact center industries. Using a proprietary customer review platform, Mindshare collects feedback in real time to help companies retain customers and increase profits. As a full-service partner, Mindshare provides tactical instruction, strategic guidance and customer experience consulting to global brands and multi-unit operators. For more information, visit www.mshare.net.