Leveraging the Web to Sell and Serve Enterprise Customers in the Postal Industry
What are the 10 Key functional areas you must address to develop customer-centric websites?
The internet has become a key channel to sell and service to customers. Postal operators realize this and are developing internet portals that provide real benefit to their customers. Why is this necessary?
Postal and parcel customer are more and more using the internet as the preferred channel to collect information on products and services.
Postal services are more and more integrated with the internet.
Customer interaction via the web channel is much cheaper than via face to face or calls.
This paper from our Belgium postal practice provides insight into the components that are addressed by postal operators as they use the internet for greater customer contact. Postal operators must become customer-centric. One way is to develop web strategies that lead the competition. This paper provides insight into the 10 key functional areas that enable a postal website to be customer-centric. We also provide a comparison of current postal web sites to show where they are in the various stages of growth and sophistication.
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