The postal industry landscape is changing dramatically. Indeed, from being largely monopolistic, postal organizations now have to compete with three types of private players—global integrators, new domestic competitors, eTailers and retailers.
With longstanding and efficient domestic last mile networks, postal organizations are unlikely to lose the delivery price advantage. Their challenge is related to the delivery experience and services consumers are starting to expect.
Positive and personalized customer experience is becoming a key differentiator to succeed in this postal market. There are many means at the disposal of postal organizations to address the needs and expectations of the postal consumer. Accenture reveals four secrets for postal organizations to not only engage their customers, but also counteract the threat of the latest competitive pressures.