HOW DOES YOUR SERVICE LOOK IN 2025?
Bureau RMC looks at your services from a retail perspective. Omnichannel (coming into contact with the customer through various channels) and the front and back offices are core concepts for the ideal customer journey (‘customer journey’). We put the customer first; not the location or the product. In this way, we develop future-proof service concepts. Our smart retailing method is based on measuring, knowing, and moving.
We start the development of a service concept with the retrieval of existing quantitative studies, and we determine whether these need to be supplemented. Because if we can’t measure it, we can’t improve it. These include research into the number of visitors, peak times, waiting times, transaction times, use of spaces, type of transactions, customer satisfaction, etc. With this objective basis, the service concept answers the right questions.
The customer is complex and chooses different channels at different times. Based on objective research, we enter into discussions with experts within your organization to develop the service concept of the future. Together we determine the correct vantage points that serve as a framework for the design and layout choices that will be made later. Topics such as customer travel, hospitality, security, identity, splitting up the front and back office, and communication are discussed during the design.
It is very important to involve stakeholders in the development of a new concept because a new concept also requires a change in behavior. We guide this process, and we know how to get from an idea to a new layout. Clear progress in a process in which the result is not yet certain. We also like to stay put in order to determine whether customers and users are satisfied. Monitoring and evaluating the new formula are important steps to be able to serve the current and future customers continually.