Changing customer expectations

Changing customer expectations

We want to remain number one for letters and parcels but competition is tough – in last few years we’ve seen drones, lockers, robots introduced within the sector. The competition is targeting specific customers, and designing their products and services to meet their needs.

Next week, our Mails focus on One will take a look at who are customers are. But first, we have to understand how expectations and demands are changing and what it could mean for the service we provide.

The pace of change in technology is fuelling a dramatic increase in customer expectations and to match this pace, the market has evolved and adapted and as a result customers are demanding ever greater Choice, Convenience, Communication and Control.

Five years since our separation from Royal Mail and we have seen huge change in both customer behaviour and the market response to it. It’s difficult to contemplate how quick things are moving:

  • Five years ago Uber didn’t exist
  • Mobile-commerce was a fraction of what it is today – now sales via mobile devices account for over 50% of online sales
  • 30% of all online sales are now click & collect
  • Carriers now enable same hour delivery
  • By 2020, 50% of browser searches will be done by voice or image search

Customers really are in the driving seat and are becoming more demanding. They want:

  • Choice – how/where/when they transact, increasingly brand disloyal. Click and Collect is growing at ~20% a year, this is just the start of the choice revolution.
  • Convenience – things at a time and place convenient for them, not always next day. Convenience means something different for each customer.
  • Communication – two way communication, clarity from the retailer on not only their orders and items but the brand values. Customers also want to feedback and be treated like an individual.
  • Control – The ability to transact how they want at all times and the power to change it at a moments’ notice.

Post Office is well placed to meet their demands. We are already trusted and convenient, we have a diverse network.

Next week (w/c 1 October), we’ll take a look at who our customers are, and what they are saying about the products and services we provide.