Everything changes with time, so is your business. With a shift in customer preferences and evolving technological platforms, expectations of your customers are also changing. Probably, you know it well that these changing scenarios can directly influence your brand’s ability to outshine and earn customer loyalty in the long-term.

What are you doing for ‘Brand Protection’?

Every moment of truth is crucial

Every interaction of yours with a consumer is a ‘MOT (Moment of Truth)’. It can actually make or break your brand image. HS Brand's comprehensive mystery shopping approach can help you pinpoint and measure them to help your brand gain positive feedback and build persistent customer loyalty. Moreover, a well-executed mystery shopping program can help you discover faulty back-office elements that might put your brand reputation at stake. Simply put, it helps you maintain the overall health of your business.

They are customer feedback, third-party evaluation or mystery shopping and internal team audits.

What do your customers think about you? Getting answer to this question is important. Moreover, if you manage to get both qualitative and quantitative insights into your customers’ outlook towards your brand, you would be able to know –

Customer feedback can put an end to all your confusions regarding customer experience. In order to get the same in a well-organized manner, you have HS Brands well-thought mystery shopping programs.  Also, customer feedback can help you focus on your drawbacks which in turn can allow you fix them.

E.g. - A walking customer feedback says – the billing of products take time. On the basis of this feedback, you can easily tweak-in the mystery shopping program that gives more weightage to specific parameters that are unanimously projected by customers’ feedback with regard to Billing. It also influences employee behavior towards the associated parameters.

Most importantly, it can help you see the areas where specific actions are needed to be taken to drive greater customer satisfaction, brand advocacy, customer loyalty and spend. Altogether, it can improve the KPIs or key performance indicators of your brand.

• Internal team audits

Internal inspections highlight a number of important aspects related to your business like evaluating internal control, supervising compliance and preventing fraud.  Compliance audits done by your internal team drives focus towards process adherence and proves to be one of the most useful tools for assessing everything, right from product arrangement, display, and assortment to incorporation of marketing materials as per brand standards.

Again, mystery shopping comes into play. You can conduct mystery shopping to find out whether or not the right things are in the right place without letting your store managers/Internal team know that they are being watched upon.

• Third-party evaluation/Mystery Shopping

Third-party evaluation programs are simple yet effective customer-oriented evaluations. It can help you get consistent, actionable and objective feedback on different aspects of your business, like performance of the sales team, service delivery, brand integrity, etc.

In light to the action areas mentioned above, what can be a better option than conducting a mystery shopping program?

• A 360 degree view to your business

Whether you do this or that, when ‘Brand Protection’ is your main concern, mystery shopping, customer feedback, and internal audits are crucial. When data from different streams come in one place/platform, it aids in proper comparative analysis and allows you map out the possibilities of overcoming the inadequacies in your brand. This comprehensive approach has to be there to provide you with a 360 degree view of what’s going on and what has to be done to improve your brand’s image in the market.

Unlike other companies that just promise to offer high quality of services, HS Brands keeps the promise.