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Expresso – Service Concept 

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Retail service concept

Development of a branded service concept and customer approach to have a consistent experience in all Expresso stores

What we did

✓ Real Life Check: Evaluation of the current experience through exit interviews and observations
✓ In-depth interviews with front-line staff, managers and designers
✓ 10 principles of customer approach
✓ Pocket-size book for training
✓ Masterclasses in delivering the desired experience for sales employees

Dienstverleningsconcept voor in de winkel

Ontwikkeling van een branded service concept en klantbenadering, zodat klanten een uniforme ervaring hebben in alle Expresso winkels.

Wat we hebben gedaan

✓ Real Life Check: Evaluatie van de huidige ervaring d.m.v. exit interviews en observaties
✓ Diepte interviews met medewerkers, managers en ontwerpers
✓ 10 geboden van de Expresso klantbenadering
✓ Pocketformaat boekje voor training
✓ Masterclasses in het leveren van de gewenste ervaring voor verkoopmedewerkers

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