Rabobank has always tried to provide the best service for its customers, but current times require additional attention for customers. In order to learn how the customer makes unconscious decisions, Rabobank wanted to make use of our expertise.
During a kick-off session about hospitality we shared our scientific studies about interaction with the customer. We also shared information about the environmental factors. After acquiring this knowledge, the employees formed teams and battled against each other in a quiz. ‘What do you know about your customer? What makes your customer return to your business? When a customer has a bad experience, how many people will hear about it?’
A team of representatives still meets periodically to address these and new issues together.
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