For Posts, evolving in line with changes in the wider environment is a real challenge. The constant supply of nascent technologies that have the potential to change how we fundamentally interact in society makes it difficult to meet customer expectations. But like many other industries that provide services, serving customer’s needs is of the utmost importance for Posts. On the surface, the decline in letter volumes is the key catalyst for change. However, there are also softer, more implicit factors that Posts need to consider when modernizing their operation.
The real key to modernizing your post office is understanding the mix of factors that will lead to change and putting measures in place that enable you to meet customer expectations as they change.