Mindshare Technologies Acquires Empathica


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. Acquisition Makes Mindshare the Largest Provider of Voice of
Customer (VoC) Feedback Solutions in Food Services and Retail Industries;
Combined Entity will have Collected More than 300 Million Surveys by the End
of 2013

. Acquisition Significantly Bolsters Mindshare’s International
Presence, Collecting Surveys from Consumers in more than 125 Countries and
in 32 Different Languages

. World’s Leading Brands Will Now Have Access to the Most
Comprehensive Solution Set on the Market

SALT LAKE CITY and TORONTO (September 19, 2013) – Mindshare Technologies, a
leader in Voice of the Customer (VoC) technologies,
has acquired Empathica, the leading global provider of social Customer
Experience Management (CEM) solutions. The acquisition establishes Mindshare
as the largest VoC provider in the food services and retail industries, and
will continue to aggressively grow in contact centers, hospitality and many
other areas.

The acquisition was financed in part by Sorenson Capital and Peterson
Partners. Cascadia Capital served as Empathica’s financial advisor in the

Empathica’s social CEM and social media technology will be incorporated with
Mindshare’s industry-leading VoC platform and extensive text analytics
solutions, positioning Mindshare to consolidate and lead the VoC market.
With Empathica, Mindshare will serve more than 200,000 locations and
business units worldwide. Since inception, the companies will have collected
more than 300 million customer reviews combined by the end of 2013.
Mindshare will also significantly expand its national and international
footprint through Empathica’s strong presence in both North America and

“In the age of the empowered customer, the ability to get strong, actionable
feedback from each customer is becoming of paramount value to companies that
want to drive business transformation and brand advocacy,” said John Sperry,
CEO of Mindshare. “The addition of Empathica is incredibly valuable in
helping us make the voice of the customer that much more valuable in
decision making among consumer-facing companies. This acquisition gives
Mindshare the strongest customer feedback solutions – and the largest client
base in the food services and retail sectors – as we continue to grow across
many industries.”

Along with its key personnel with industry expertise, Empathica’s deep
experience in consumer insights and benchmarking will enhance Mindshare’s
approach to focus on the Sample Size of OneT, ensuring every individual’s
feedback is valued and acted upon. Empathica’s marketing sciences
capabilities will also strengthen Mindshare’s client services team by
providing rich insight into emerging trends in customer service. In
addition, the acquisition will augment Mindshare’s real-time feedback
solutions and improve its ability to deliver actionable customer insights to
all levels of management personnel, from front-line managers to executive

The acquisition marries two companies with comparable visions and similar
client bases. The combined organization will have a dominant market position
globally, collecting VOC surveys in 125 countries and 32 languages, serving
the world’s leading brands with a focus in Europe and North America.

“We are excited to join Mindshare and become the dominant player in the
industry as a combined entity,” said Mike Amos, founder and CEO of
Empathica. “By gaining access to the deepest and widest range of insights in
the market, we can empower companies to fully leverage their most valuable
asset: their customers.”

With the combined product innovation and development capabilities of both
companies, Mindshare will seek to aggressively produce solutions that
improve the customer experience industry and drive measurable increases in
customer loyalty, retention and brand advocacy for companies.

“The feedback from the market is clear. Leading companies want a VoC
provider that can respond to the most demanding aspects of their global
business. With the acquisition of Empathica, Mindshare will stand alone,
providing the technology, service and global footprint required to serve the
world’s largest and most valuable brands,” concluded Sperry.

About Mindshare Technologies

Mindshare Technologies is the largest provider of VoC solutions for the food
services and retail industries. Using a proprietary customer survey
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.

About Empathica

Empathica is the leading provider of social Customer Experience Management
(CEM) programs to the world’s most respected multi-unit brands in the
retail, food services, automotive and hospitality sectors. Its rich analysis
of survey data using state-of-the-art surveying and dashboard reporting
software allows for performance-improvement solutions, evidence-based
marketing insights, and customer experience management consulting. Empathica
is headquartered in Toronto, Canada with executive consultant offices
throughout the United States and a European office in Birmingham, England.

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