The multinational payment services, Western Union, has chosen our country for the launch of a network of new Concept Stores, dedicated and exclusive Western Union stores, and own points of sale in Europe. This is the next step in the company’s effort to offer its customers a truly premium omnichannel experience as it strives to become a one-stop-shop for affordable financial services.
The new Concept Stores and points of sale represent an investment by Western Union in its retail presence in Spain and Europe, while supporting local micro-entrepreneurs and financial inclusion in immigrant communities. The company has already opened 15 stores and its own Hub in Europe in 2022; the vast majority of them in Spain, the first market in which the stores were launched. There are plans to continue expanding this network in Spain and throughout the continent.
Improve customer experience through direct access to consumers
He The first Western Union Hub in Europe opened its doors in December, in the heart of the Méndez Álvaro interchange in Madrid, the main transport hub of the city through which 21 million passengers pass each year. Operating seven days a week, the Hub represents a step change in the way Western Union interacts with its customers and improves their experience.
Delphine Rassow, responsible for Iberia of Western Union, explains that «To better serve our customers, we need to better understand their needs. The Hub gives us direct access to our customers and allows us to get feedback in real time. At the same time, the Hubs act as incubators for new services, and allow customers to accompany them, whenever they wish, in their transition to new digital services, an extremely important channel for us. For example, we recently started testing home delivery services from Spain to the Dominican Republic. Simply put, being able to test, learn, get feedback, monitor and ultimately improve the customer experience makes a huge difference in the way we operate and “talk” to our customers.”
«We leave nothing to chance. Through personalized customer service, a series of ongoing promotional activities and carefully selected customer representatives -often drawn from the main Latin American communities in Spain- we consider the Hubs to be our “eyes and ears” in the marketplace. and a way to improve even more for the millions of customers we have in Spain and Europe. This is the way forward for our retail network, one of the company’s main strategic assets.“, says Delphine Rassouw.
Investment in microenterprises and financial inclusion
In addition to the Hubs, Western Union is also establishing a series of Concept Stores throughout Spain and Europe. With these new stores, the company recognizes the loyalty and trust of its historical partners, offering them the possibility of opening these exclusive spaces to offer faster, easier and simpler access to their services.
«We identify the best partners in our network, those who offer the best customer service. We then invest in them and their business, allowing them to expand their presence, hire and create more jobs, thus creating a greater impact in their communities. It is a tangible investment in microenterprises and financial inclusion, with which both we, our partners and clients gain”says Delphine Rassouw.
The partners of these new Concept Stores usually offer products and services aimed at the main diasporas present in Spain. Their selection for a Concept Store means that, apart from the original investment, they enjoy a privileged relationship with Western Union, and additional support from the company.
