Our Approach
WHEN WE PARTNER, WE ROLL UP OUR SLEEVES & DELIVER
TopHawk partners with companies in various industries, addressing unique business challenges. Each requires a different approach to maximize the solution’s value. But we find that the fundamentals rarely change.
The high-level approach we take to delivering a positive customer experience and tangible performance improvements consists of six stages:
Customer
Focus Stages: Positioning for Success
Discuss: We have a distinct relationship with each of our clients, but each was set in motion simply by a conversation.
With our expertise and experience working across industries, we come to the table with a core understanding of the challenges our clients have asked us to tackle.
At the same time, we recognize that your business and its challenges are unique.
Our initial goal is to understand your specific situation. This is 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. However, it often incorporates the following components:
Company Assessment: Understanding your brand promise, strategic objectives, and any relevant current or past initiatives. Analysis of available training materials and customer satisfaction data.
Market / Competitor Assessment: Identifying customer and market trends, your competitive landscape, and competitive initiatives
Customer Assessment: Mapping the customer experience and identifying key attributes and behaviours that drive customer demand, 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
C) Mystery shopping.
With BTL Promotions or any other service we provide, our consultants and program managers ensure the program is executed exactly as you envision it.
Also, we can integrate data from all parts of your organization to produce consolidated reports that pinpoint strengths and opportunities measured from a variety of sources.
The goal is to uncover which tangible elements of your customers’ experiences drive their delight and satisfaction. In addition, it is to identify any opportunities for improvement.
Implementation: The extensive preparation that is put into your program design ensures flawless implementation.
Our customized suite of solutions will empower your company to improve on specific delight-driven behaviours.
This implementation stage sets in motion what we call the Circle of Optimization. This is a continuous cycle of measuring, analyzing, and improving the key drivers that directly influence customer satisfaction, advocacy, and intent to return.
Specific implementation steps for mystery shops, compliance audits, and Salesforce outsourcing include:
Shopper Training and Certification: Qualified TopHawks field representatives (shoppers, FOS, auditors) must 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, and 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, receive feedback, and submit them to TopHawk along with receipts for validation, if applicable.
Quality Editing: Completed surveys are assigned to core groups of editors trained and certified for your specific program.
Editors validate receipts, follow up with TopHawk representatives to verify site visit details, and audit surveys for accuracy. This includes checks for grammar, spelling, and the appropriateness of narratives.
Execution Stages: Optimizing Customer Experience.
Measure: Measuring performance is essential to making data-driven decisions that produce sustainable performance improvements.
This is achieved using our web survey technology, TracknTrain internal evaluation software, or a 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 data legs through our technology and analysis approach.
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 profitability factors.
This powerful customer experience analysis provides actionable insights empowering your organization to drive customer delight and limitless profitability.
Improve: This entire process is an ongoing improvement cycle.
We will make incremental adjustments throughout all stages of execution and analysis to ensure we consistently deliver the most effective and most actionable services and solutions possible.
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