SERVICES

HOW DOES YOUR SERVICE LOOK IN 2025?

What does the customer of tomorrow want: to visit a shop, shop online, or receive your service at home? Do they visit you by appointment or do they drop by? Do they interact with someone, or draw a number from a ticket dispenser? How can the waiting time be limited, and what is the effect of digitization on my location? Questions that you as a service provider have or have to deal with when you provide services that entail seeing the customer in person.

Smart retailing

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.

Measure

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.

Know

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.

Move

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.

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RETAILVISION LEIDEN REGION 2025

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