PA's postal publications
Postal seminar: customers' needs in the 21st century
Presentation from PA's seminar held on 28 January 2005.
Following the introduction of core postal products, decades ago, it is clear that the communications market has driven a radical change in customer expectations and behaviors. The telecommunications market has not just responded to customer needs, it has created them. Previously, there was no demand for SMS, yet in July 2004 over a billion text messages were sent. There was no demand for photo-phones, yet one in five consumers now owns a camera phone. We are also seeing changes in consumers’ willingness to pay for convenience, with 72 million transactions now taking place through convenience cashpoints.
These consumer trends are driving changes in the business world. Businesses are looking to meet constantly shifting customer needs – the pace of expected change and innovation is increasing, and differentiating features today are not necessarily differentiators tomorrow.
In this seminar presentation PA looks at this changing landscape and reviews the implications and opportunities for postal services in this century.
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