How are customer expectations changing?
They have changed, and they will be changing dramatically. I think it’s what
we experience as users, as consumers of e-commerce related services but it
is also what our customers tell us. So it is the ubiquity of services, the timeliness,
reliability, low cost, efficient interaction and interfacing and from the consumer
side I want it where and when I think I want it. So, we as service providers, and
it also holds for the marketplaces and for the e-tailers, we have to be very, very
flexible and we have to continuously change our business models in order to
be fit for these new expectations.
How are you meeting customer demands?
It differs from country to country. Like I heard from the Baltics, that they don’t like
neighbours to receive their parcels. So, either it is I am at home or I want to have
it at a parcel locker. In Germany, it is the other way around.
But then there are the not so obvious things where you get the maybes from
your customers and it this is about trial and error. So, we tried drone delivery,
we tried to sell our own parcel lockers, we tried overnight delivery, night delivery,
early morning delivery, so whatever we think the market could like and that is
also a trial and error with our customers.