Mindshare Technologies, a provider of voice of the customer(VoC) technologies, has acquired Empathica, a provider of social customer experience management (CEM) solutions.
Empathica's social CEM and social media technology will be incorporated with Mindshare's VoC platform and text analytics solutions. With Empathica, Mindshare will serve approximately 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 Europe.
"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, in a statement. "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 to service the largest client base in food services and retail, as well as growing and focusing on more than 25 other industries."
Mindshare will also benefit from Empathica's experience in consumer insights and benchmarking and marketing sciences capabilities. 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 teams.
The acquisition marries two companies with comparable visions and similar client bases. Mindshare's VoC technologies collect surveys from consumers in more than 125 countries and 32 languages, and the company will absorb Empathica's client portfolio, including some of the largest restaurants and retailers in North America and Europe.
"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, in a statement. "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."