WHEN WE PARTNER, WE ROLL UP OUR SLEEVES & DELIVER
TopHawk partners with companies in various industries addressing a myriad of unique business challenges. Each requires a slightly different approach to maximize the value of the solution. But we find that the fundamentals rarely change.
The high level approach we take to deliver customer experience insight and tangible performance improvements consists of six stages:
Focus Stages: Positioning for Success
Discuss: We have a unique relationship with each of our clients, but each was set in motion in a simple way – with a conversation. With our expertise and experience working across industries, we come to the table with a core understanding of the challenges our clients are asked to tackle.
At the same time, we recognize that your business and business challenges are unique. Our initial goal is to gain a full understanding of your specific situation in order to determine how we can best assist you with our customer experience strategy.
Assess: Once we understand your aspirations, we begin an intensive fact-gathering and analysis process aimed at fully framing the factors that connect to your challenges and objectives. The scope of this stage varies depending on the complexity of the challenge and the internal information you provide, but it often incorporates the following components:
Company Assessment: Understanding your brand promise, strategic objectives, and any relevant current or past initiatives. Analysis of any available training materials and customer satisfaction data
Market / Competitor Assessment: Identifying customer and market trends, your competitive landscape, and competitive initiatives
Customers Assessment: Mapping the customer experience and identifying key attributes and behaviors that drive customer satisfaction, delight, and loyalty
Design: With an intimate understanding of your challenges, we will draw on an arsenal of proven services, solutions and best practices from industry leaders to design your program. Whether it is sales Outsourcing, Visual Merchandising, Mystery Shopping, BTL Promotions or any other service you are partnering with us for, our consultants and program managers ensure perfectly designed scopes to execute the program exactly as you envisage.
In addition, we can integrate data from all parts of your organization to produce consolidated reports that clearly pinpoint strengths and opportunities as measured from a variety of sources. The goal is to uncover which tangible elements of your customers’ experiences are most significantly driving their delight and satisfaction or identify any opportunity for improvement.
Implement: The extensive preparation that goes into the design of your program ensures flawless implementation. Our customized suite of solutions will successfully empower your company to improve on specific delight-driving behaviors. This implementation stage sets in motion what we refer to as the Circle of Optimization, a continuous cycle of measuring, analyzing, and improving the key drivers that directly influence customer gratification, advocacy, and intent to return.
Specific implementation steps for mystery shops, compliance audits and Sales Force Outsourcing include:
Shopper Training and Certification: Qualified TopHawks on field representatives (shoppers, FOS, auditors) must successfully complete extensive web-based training and pass a certification test based on the exact specifications and parameters of your specific program. Depending on the complexity of your program, auditors and field sales executives may also be trained in person.
Scheduling: Schedulers/Program Managers assign site visits, Beat Routes to TopHawk representatives and verbally review specific procedures
Target Market Details: TopHawks representatives download instructions, sales forms, blank surveys, and read and sign off on all instructions
Execution: Tophawks representatives physically perform the shops/audits/demos/sales
Validation and Scoring: TopHawk representatives complete survey forms, sales and submit to TopHawk along with receipts for validation, if applicable
Quality Editing: Completed surveys are assigned to core groups of editors who are trained and certified on your specific program. Editors validate receipts, follow-up with TopHawk representatives to verify site visit details, and audit the surveys for accuracy including checks for grammar, spelling, and appropriateness of narratives.
Execution Stages: Optimizing the Customer Experience
Measure: Measuring performance is essential to enable you to make data-driven decisions that produce sustainable performance improvements.
This is achieved using our web survey technology, TracknTrain internal evaluation software, or trained field force of more than 400 mystery shoppers, auditors, and field sales executives.
Analyze: We understand that data has no life of its own. We give legs to the data through our technology and approach to analysis. With the help of our market research experts and TracknTrain, our proprietary web-based reporting system, we use statistical analysis to interpret findings and quantify connections to the factors that influence profitability.
The result of this powerful customer experience analysis is actionable insights empowering your organization to drive customer delight and limitless profitability.
Improve: This entire process is an ongoing cycle of continuous improvement. We will make incremental adjustments throughout all stages of execution and analysis to make sure we consistently deliver the best and most actionable services and solutions possible.