SALT LAKE CITY – Mindshare Technologies has announced the appointment of Lonnie Mayne, executive vice president of sales and account management, as its new chief experience officer (CXO). The company says creation of this new position reaffirms its commitment to making the customer a priority in all business decisions.
Mindshare helps companies improve operational excellence, foster consumer satisfaction, build customer loyalty and support employee retention through comprehensive enterprise feedback management (EFM) solutions. 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 reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive and retail.
As CXO, Mayne will be responsible for improving and enhancing the customer and client experience at all points of contact. All departments that have customer interactions including marketing, sales and account management will report to and work with Mayne, who will create and execute operational solutions that are a better experience for Mindshare customers.
“A chief experience officer can help maintain a client-centric perspective and deliver better customer experiences by coordinating efforts across multiple internal organizations,” said Bruce Temkin, managing partner at Temkin Group, a customer experience and research consulting firm.
“Mindshare is dedicated to every level of the customer experience, both internally and externally, and Lonnie’s focus as CXO will help us elevate that purpose as we continue to grow,” said John Sperry, CEO of Mindshare. “In his previous position at Mindshare, Lonnie had a relentless focus on the needs of the customer. I know Lonnie will prove to be a real asset as our new chief experience officer for our team – which already respects him for his effective leadership style and his dedication to the company and its success – and most importantly our customers.”
Mindshare has also realigned its sales leadership organization, placing new vice presidents to oversee retail, restaurant and call center verticals. Each new position is filled by a candidate with extensive experience in their specific vertical, assuring they have a deep familiarity with the various points of contact with the customer.
The new team includes:
· Erich Dietz, vice president of business solutions-contact centers;
· Randy Jordan, vice president of business solutions-food services; and
· Shane Evans, vice president of business solutions-retail.
The realignment is structured to work in conjunction with the new CXO position, and Mayne will be working closely with all the new vice presidents to build lasting and loyal customer relationships.
“In any business model, the customer should always be at the forefront, and for many companies this is simply not the case. The customer experience is quickly becoming the competitive advantage,” said Mayne. “I look forward to leading the charge at Mindshare and working closely with the team to make sure our customers are having the best experience possible.”
