Accenture research—Enabling Consumer Control—based on an international survey of more than 13,000 postal consumers across 12 countries— Australia, Belgium, Brazil, Canada, France, Germany, Italy, India, Japan, Switzerland, the United Kingdom and the United States—suggests that consumers want far greater control than what they have today over when, how and where their packages are delivered to them.
While postal organizations have made significant improvements in reliability of services and visibility of consignments, the research shows that there is still considerable room for improvement in consumers’ delivery experiences. The survey reveals that 35 percent of consumers feel their delivery experience is not a positive one and more than 9 percent rate it as difficult. With both traditional retailers and eCommerce players now exploring alternative package-delivery options—including setting up their own delivery solutions—postal organizations must develop innovative customer-centric products and services to monetize the consumer, or risk seeing their market share erode rapidly.
Consumer expectations are changing. Gone are the days when they would wait patiently for a shipment to arrive. In today’s fast paced, digital world, consumers want control of every aspect of their purchases.
Discover a roadmap postal organizations can take to potentially retain these crucial urban clients and monetize them.
By unlocking four secrets, postal organizations can engage customers counteracting the threat of the latest competitive pressures.