Met ons Merkzekerheidsmodel u verder kijken dan het probleem om dieper in te gaan op kernproblemen en meer strategische beslissingen te nemen voor uw merk. Dit gebeurt door middel van een proces dat we hebben ontwikkeld op basis van onze jarenlange ervaring, solide processen en de unieke adviserende aanpak van ons team.
Het merkzekerheidsmodel
Onderzoeken
Het proces begint met het eerst onderzoeken van alle mogelijke aspecten van het probleem om de juiste oplossingen te creëren en te richten. Deze eerste stap in het proces is van cruciaal belang omdat dit is waar ons team zich met u aansluit om uw doelen en doelstellingen grondig te begrijpen om ervoor te zorgen dat we dezelfde richting gaan.
Bouwen, compileren en rapporteren
Van daaruit bouwt ons team de juiste metingen die essentieel zijn voor het verkrijgen van de intelligentie die nodig is voor ontdekking, die vervolgens wordt gevolgd door het plaatsen van middelen in het veld om objectieve evaluatie voor analyse uit te voeren. Vervolgens verzamelen en rapporteren we de intelligentie verzameld via een software die vervolgens wordt gebruikt door onze klanten om goed geïnformeerde beslissingen te nemen die leiden tot resultaatgerichte acties.
Breedte van diensten
De breedte van de diensten die wij aanbieden, waaronder Mystery Shopping, Loss Prevention, Process Certainty, Brand Standard Consistency en Customer Experience Management stelt ons in staat om tegemoet te komen aan tal van klanten in verschillende industrieën om hen te helpen hun specifieke doelen te bereiken
Maak kennis met ons wereldwijde team
Met meerdere kantoren over de hele wereld, die 140 landen bestrijken, beveelt HS Brands een sterke internationale aanwezigheid door het aanbieden van human resources die zijn opgeleid met de hoogste normen en ook begrijpen de unieke activiteiten en cultuur van specifieke regio’s over de hele wereld. Ons team en wereldwijde dekking is gebouwd op een sterke database van meer dan 750.000 shoppers, een aantal waar we ons voor inzetten om te groeien naarmate we meer partners over de hele wereld blijven bedienen.
Wereldwijd leiderschap
Tommy Mills
Founder & CEO
Tom Mills has been a leader in the Mystery Shop and Customer Experience Industry for over twenty-five years. In 2005, he formed what is now HS Brands Global, taking a national services company to operations in twelve countries. As the founding member of the Mystery Shopping Providers Association, Mr. Mills was inducted into the MSPA Hall of Fame in 2005. He created the mystery shopping industries’ first web-based software platform, SASSIE. In 2004 he acquired a Private Investigators License in Nevada and became the first mystery shopping company in the US that could legally mystery shop in all 50 States.
About Tommy…Sheila Rivera
Financial Controller
Sheila Rivera brings over twenty-three years of financial management and accounting experience to HS Brands. With a diverse industry background in senior executive positions, Sheila has a proven track-record of optimizing financial controls, building streamlined accounting systems, driving strategic revenue growth, scaling businesses, and integrations. Sheila has worked on mergers and acquisitions, managing investor relations, strategic business planning, internal auditing, and building standard operating procedures.
About Sheila...Raymond Esposito
President, LP & Compliance
Raymond Esposito has over 30 years of loss prevention experience and has spent the past two decades building premier LP outsource programs for some of the world’s most well-known brands. He has worked with over 130 retailers within the department store, specialty, restaurant, grocery, and pharmacy industries in the US, Canada, and the United Kingdom. In addition to his work as a practitioner and consultant, Mr. Esposito has served as an expert witness on loss prevention practices for the US Department of Justice and various law firms protecting the interests of their retail clients. His articles and interviews have appeared in a variety of magazines and on radio, including Security Source Magazine, LP Magazine, Family Circle, and Small Business Radio. Mr. Esposito is a graduate of the University of Connecticut with a focus in criminal psychology, is a New England Scholar Award recipient, and a best-selling author.
About Ray…Michael Mills
Vice President, Sales
Michael is the global vice president of sales for HS Brands International. He oversees all North American sales while coordinating the global sales efforts between HS Brands 13 global offices. Michael currently resides in Las Vegas as he is the worlds foremost expert in Casino Hospitality Mystery Shopping and innovative data collection solutions. He spent 4 years in the UK while building HS Brands London office which has subsequently become the HS Brands International hub for global projects. In this role he designed complex programs that involved mystery shopping restaurants, retailers, and casino hospitality companies in over 100 countries.
About Michael...Tanya Petronelli
Director, Business Administration
Tanya Petronelli has over 10 years of experience in the entertainment and hospitality industry. Specializing in the development of training, policies, and customer experience improvement, her expertise developed working for MGM Resorts International as Manager of Guest Experience for Mirage, Las Vegas. Ms. Petronelli also develops employee engagement and retention programs for our team members.
About Tanya…Damian Ferrari
Director, International Operations
Damian Ferrari has twenty years’ experience working in various positions of international operations in the service sector. His experiences include global operations, merchandise planning, and purchasing for major brands and retailers including Yves St Laurent, Guess, Marks & Spencer, Groupon and TM Lewin. Mr. Ferrari specializes in the development of disciplines, structures and processes for effective business operations across different countries, continents, and business cultures. Today, he uses his experience and skill sets in the oversight of worldwide operations for HS Brands Global.
About Damian…Miguel Nodarse
Director, North American Operations
Miguel brings over twenty-five years of hospitality experience to HS Brands. With a diverse hospitality background working in some of Las Vegas’ most recognized resorts, Miguel has a proven track-record of operational growth, cultural development, enforcing standards and maximizing profits. Miguel has led teams of over 100 members with some of the highest team member satisfaction scores in guest service, all while managing and building great client relationships.
About Miguel…Greg Keeley
Director, Loss Prevention
Greg Keeley has over twenty-seven years’ experience in loss prevention and compliance. Mr. Keeley holds a degree in sociology and criminal justice and brings a background of diverse retail experience. Greg’s long career includes progressive roles of management, and he is a seasoned practitioner in investigations, auditing, program development, and organized retail crime investigations.
About Greg...Carlo van den Berg
Managing Director, HS Brands Europe
Carlo has been in the experience business for over 25 years. With a broad knowledge of marketing, sales and operations and experience in leisure parks, catering, theatre and casino business, he is your business partner in Europe to set up your customer journey, service blue print and the best result driven research for your company. With a bachelor degree in Hotel Administration at the renowned Hotelschool The Hague, he is your hospitality guy to go to.
About Carlo…Chommanee Suthinak
Managing Director, HS Brands Thailand
Claudia Brea
Vice President Operations, LatAm & Caribbean
Claudia comes from the hospitality industry where she worked in Human Resources for many years specializing in training, recruiting and quality procedures. She has designed, managed, and executed different customer experience and loyalty programs for hotels, restaurants, and entertainment companies. In 2011, she joined the HS Brands team as Vice President of Operations Latin America & Caribbean, and since then, she has overseen many multinational projects in Retail, Hospitality, Oil & Gas/C-Stores, Automotive, among others. In her role she is responsible for all operations, sales, and strategic direction for all HS Brands business in the region.
About Claudia…Khalil Abou Ghazaleh
President, Middle East
Khalil acquired a solid experience in hospitality, food & beverage, and retail Industries with well reputable brands. He was exposed to extensive start-up experience that developed his business understanding in defining business leads. In 2013, Khalil joined HS Brands to establish local presence in the Middle East. Since then, he has overseen many multinational projects in Retail, Food and Beverage, and Automotive sectors.
About Khalil…Sanjeev Shenoy
Managing Director, HS Brands Asia
Sanjeev Shenoy has 15+ years’ experience in mystery shopping and customer experience and has helped several global brands design and manage programs across Asia. As a post-graduate in Management, he has worked in Marketing & Operations across retail and food and beverage. As a believer in the beginners’ mindset, Sanjeev seeks to bring in innovation in the mystery shopping industry through technology and best practices from other industries.
About Sanjeev...Steven DiPietro
Managing Director, HS Brands Australasia
Steven Di Pietro has been a founder and owner in the Mystery Shopping industry for 20 years. Steven came from the Banking industry having worked in retail banking and merchant banking at Macquarie Bank in Australia. In the Mystery Shopping industry, he is actively involved in the Mystery Shopping Professionals Association where he served as a Director and President of the Asia Pacific chapter of the Association. Steven continues to educate other Mystery Shopping companies around the world on Best Practices. He remains as enthusiastic as ever to help companies be sure they are executing their strategy. Steven focuses his attention on the difference between strategy and execution, that is, why organisations don’t do what they intended to do.
About Steven...Verenigde Staten
Australië & Pacifisch Azië
Europa
India & Azië
Latijns-Amerika en het Caribisch gebied
Midden-Oosten
Thailand
De merkervaring
Het ontcijferen van de algehele merkervaring van een bedrijf begint met het meten van specifieke gedragsgebaseerde prestatiestatistieken zoals klantervaring, klantenservice en compliance. Het verzamelen van gegevens en het plaatsen ervan in een spreadsheet is echter niet voldoende om een positieve impact te hebben op de merkervaring. Gegevens worden pas significant als ze grondig worden geanalyseerd en gecontextualiseerd, zodat ze kunnen worden gebruikt als basis om de juiste vragen te stellen die leiden tot strategische beslissingen.
Context met uw gegevens
Al meer dan 20 jaar heeft HS Brands de ervaring om context aan uw gegevens te geven om u te helpen betere en beter geïnformeerde beslissingen te nemen voor uw merk. Met meer dan 140 landen met 12 kantoren over de hele wereld en uitgerust met meer dan 1 miljoen inlichtingenagenten kunnen we snel laarzen inzetten op de grond om echte tests van uw merkervaring aan te bieden.
SASSIE Sassie
Onze uitvinding van SASSIE meer dan 20 jaar geleden is nu de industriestandaard voor het verzamelen en rapporteren van gegevens in de mystery shopping industrie. Deze ervaring stelde ons team in staat om uit de eerste hand getuige te zijn van de impact van gecontextualiseerde gegevens op strategische beslissingen. Met deze kennis in het achterhoofd hebben we HS Brands gecreëerd om onze klanten de meest complete weergave van hun merkgegevens te bieden die leidt tot uitgebreide oplossingen.
Dit gebeurt via ons Brand Certainty Model.
