Spider Impact Enables HairClub To Get Personal With Performance

Man in mirror combing his hair back with his hand.

1,375

Employees

600K+

Clients

117

Locations

About HairClub

industry

Retail

solution

Balanced Scorecard Software

website

hairclub.com

With over 40 years in business and more than half-a-million clients, HairClub is not merely a company or brand. HairClub is a family of hair health experts whose mission is to help people get the hair they love. Genuinely believing that life is better when you love your hair, HairClub is in the business of providing excellent customer experiences and servicing peoples’ self-confidence.

Learn how HairClub uses balanced scorecard software from Spider Strategies to get personal with performance.

Intro

When Chris Hamrick became Vice President and Chief Strategy Officer at HairClub, he had a mission: to optimize HairClub’s business performance by delighting clients with custom hair solutions that transform their lives. Chris, a strong proponent of the balanced scorecard performance methodology, knew that he wanted to implement a balanced scorecard across HairClub, but sought to automate the process.

“People confuse dashboards with a balanced scorecard, and a lot of software companies provide dashboarding capabilities, but a balanced scorecard is a methodology. I was looking for a company that really embraced the methodology in its software,” said Chris. Further, he sought a piece of software that allowed customization and automation to meet HairClub’s business needs. After researching online, Chris narrowed down his options—one of which was Spider Strategies’ balanced scorecard automation software.

Man in front of sink running his hand through his hair.

Man relaxing on a couch and feeling his hair.

Woman in the shower smiling while washing her hair.

Solution

Knowing that balanced scorecard automation was precisely what he needed, Chris signed up for a Spider Impact test drive. The ability to really test out the software in a trial environment provided by Spider Strategies proved critically important to moving forward with implementing a solution. Before HairClub’s trial was over, the company decided to move forward and purchase five Spider Impact licenses to begin building scorecards—the most time-consuming part of any implementation.

Chris found Spider Impact simple to implement. “The Jump Start package is great. And the library of training videos were extremely helpful to getting up-and-running,” he said. It took approximately three months to build the scorecards. Upon rollout, HairClub purchased an additional 115 licenses with the goal of getting everyone in management using Spider Impact.

As HairClub is in the business of helping people with hair loss regain self-confidence by regrowing, restoring, or replacing their hair, they “built the entire platform around the notion that informed employees stage life-changing transformations for our clients, and that’s what drives growth,” said Chris.

KPI speedometers showing example key performance indicators.

Therefore, HairClub’s balanced scorecard focuses on measuring 3 main questions:

Do you understand the company’s goals?
Do you know how you help us fulfill our goals?
Does your manager meet with you weekly for updates and coaching?

Each HairClub center has its own balanced scorecard. They are tiered all the way through the organization. Each center works with a series of dashboards that come out of the balanced scorecard. Customer surveys and Net Promoter scores are built into the scorecard—all to achieve operational excellence.

Two KPI gauges showing performance management data

Benefits

Spider Impact has enabled HairClub to easily see the status of the organization’s performance toward its strategic goals. With centers across the globe, it has become easy to see how each center is performing against key metrics, identify underperforming centers, and fix any issues.

We built the entire platform around the notion that informed employees stage life-changing transformations for our clients, and that’s what drives growth.

Chris Hamrick Chief Strategy Officer, HairClub

With Spider Impact, HairClub has become an organization that understands how they can work together to support the needs of others. Employees have started to quantify the value they provide the organization and understand how what they do drives growth, enabling true performance management at the individual level. Essentially, Spider Impact helps HairClub “improve business metrics while improving lives.”

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