The Competitive Fringe: Informing New Customer Experiences and Driving Additional Value for Recipients

Adam C. Houck ()
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Adam C. Houck: IBM Global Business Services

A chapter in Postal and Delivery Innovation in the Digital Economy, 2015, pp 291-300 from Springer

Abstract: Abstract In myriad marketplaces today, customers demand greater flexibility and customization, both in the shopping and purchasing experiences they encounter and in the actual products they buy. Postal services are no different. For postal operators (POs) to capitalize in both traditional letter mail and parcel delivery marketplaces, they must become more data-driven to create additional value in existing product offerings and offer new product offerings. In particular, just as new technologies such as Quick Response (QR) codes have transformed the way consumers browse catalogs and purchase goods, there are opportunities for the data generated in growing parcel markets to further improve direct mail and catalog targeting.

Keywords: Delivery Model; Service Offering; Customer Segment; Customer Experience; Direct Mail (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:topchp:978-3-319-12874-0_22

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DOI: 10.1007/978-3-319-12874-0_22

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