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Changing Customers' Habits ... Dubrovnik, 2011
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Changing Customers' Habits ... Dubrovnik, 2011

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  • 1. WE KNOW THE REGION INSIDE OUT_____________ Changing customers’ habits and changing postal operations Levente Laszlo, Magyar Posta Dubrovnik, April 13, 20111
  • 2. Changing communications habits Changing purchase habits Changing postal operations Future: „to be ahead of the game”2
  • 3. Communication trends are changing! World – mobile phone users 5,2 billion (2010) Hungary – mobile phone users 12 million (2010)3
  • 4. Mobile users / subscriptions There are 76,3 mobile subscriptions / 100 inhabitants4
  • 5. Internet users in Europe, 20105
  • 6. CEE - Internet penetration 2010 vs. 2009 (%) TOP European internet penetration 2010 - Estonia6
  • 7. CEE - Internet users growth 2009 – 2010 (%) TOP European internet growth 2010 – Ukraine7
  • 8. World internet users are increasing …8
  • 9. „PostEurop … we have a problem ...” 1,966,514,816 internet connections 255 million homepages 2,9 billion email-addresses 294 trillion email / day 600 million Facebook-members Will the physical letter survive ?9
  • 10. e-commerce spend on the 13th April 2011 April 13, 2011 E-commerce spending: 154,1 b EUR Broadband users: 310 million Internet access increase yoy : 29,7% M-commerce users: Japan 58% E-commerce spending in 2010 591 billion EUR10
  • 11. eBay spending on m-commerce, 201011
  • 12. Mobile is revolutionizing e-commerce => m-commerce Constant product developments12
  • 13. And there is the f-commerce … REMEMBER : there are 600 million facebook-members !13
  • 14. World is changing … very fast … too fast … ARE WE FOLLOWING THE CHANGING COMMUNICATION AND SHOPPING HABBITS OF OUR CUSTOMERS ?14
  • 15. E-commerce in Hungary By the end of 2010 e-commerce spending was 480 million EUR (+35% increase yoy)15
  • 16. Magyar Posta „all inclusive e-commerce” business model Distribution of unaddressed 1 items 4 COD 2 Distribution of addressed items Reverse Logistics 5 Management 3 Distribution of parcel items 6 Reports .16
  • 17. Briefly about the complex business model Case Study Distant Seller (DS) located in Germany is selling via catalogues and internet goods on the Romanian market Magyar Posta offers all inclusive e-commerce service (operations and liability) The business model = full controll on the processes Local distribution of unaddressed items (flyers) Local distribution of addressed items (catalogues and DM) Local distribution of parcels with / without COD Cash collection and transfer Return of undelivered items Return logistics management (RLM) Other linked services (GIS, reports, etc.)17
  • 18. New business model: geomarketing Egy háztartá Háztartások Összes Kerület Népesség sra jutó száma vásárlóerı index / Családi vásárlóe rı New ways for building customers / € / háztartá házas fı db millió € háztartá s címhely buyers databases: s Mo.=10 ek 0 száma Budapest I. kerület 24 665 13 770 184,8 13 421 113,7 6 Offering GIS modells Budapest II. kerület 88 187 42 114 668,6 15 875 134,5 8 327 123 Budapest III. kerület 737 54 464 842,8 15 474 131,1 11 751 Budapest IV. kerület 98 381 42 328 648,8 15 329 129,9 5 086 Budapest V. kerület 27 023 14 309 194,1 13 568 115,0 0 Budapest VI. kerület 41 784 22 534 250,7 11 127 94,3 0 Budapest VII. kerület 62 034 34 263 350,1 10 218 86,6 0 Budapest VIII. kerület 81 447 40 351 415,5 10 297 87,2 263 Budapest IX. kerület 60 892 31 671 350,3 11 060 93,7 490 Budapest X. kerület 78 484 34 961 446,3 12 765 108,2 3 670 137 Budapest XI. kerület 426 65 691 921,5 14 028 118,9 7 19818
  • 19. The operational process (parcels) Parcels are delivered from Germany for distribution (last mile) into Romania. All items are tracked and with COD. Distance Receiving Delivering End Seller Post operator Customer xml file Transfer report Comment: ->24-48 h preadvice / database-xml file ->Magyar Posta processing the xml-file ->Magyar Posta sends the output-file to the subcontractor with 24 h before shipment19
  • 20. XML, Extensible Markup Language <sorszam> 1 <azonosito> CU1005NI0033508152510008990 <alapszolg> A_173_EKP <iranyitoszam> 525100 | Covasna <suly> 370 <tobb_kuld> 1 <kulonszolgok> K_UVT,K_ORZ <uv_osszeg> 89.90 <eny_osszeg> 0 <kezelesi_mod> 2 <alapdij> 9.45 <tobbletdij> 0.50 <címzett> MARIA-GYOPARKA BENKO <cimzett_hely> Baraolt <cimzett_ertcsat> 0745163465 <cimzett_ertcim> bgyoparka@yahoo.com <orz_ido> 5 <díj> 9.95 <kozelebbi_cim> KOSSUTH LAJOS | 249 | BL / ANL AP / 2 <megjegyzes> <ugyfadat1> 56201419 <ugyfadat2> 2187754 XML is considered a world-wide standard for the exchange of data between two systems. It is flexible and extensible – block can be added and removed without breaking the full xml document20
  • 21. „mandatory” services linked to e-commerce activity All items are tracked !!! Including reverse logistics (only Hungary)21
  • 22. COD collection and reports The COD amounts are collected at distribution (last mile) and are transferred on the distant seller’s (DS) bank account All inclusive monitoring system All inclusive reporting -system22
  • 23. Magyar Posta – Office of Exchange, operations23
  • 24. New business model is about partneship and alliances24
  • 25. Customers Need vs. Customer Value What does the customers need from POST ? I want simple and clear processes I want a good price I want the best quality I want to be considered as important I want business models adapted to my needs I WANT IT NOW ! Value of a customer is not what they have spent with you, but what they will spend with you over the relationship…25
  • 26. What we have to do ? TODAY In real-terms we are used to things being "planned then executed„ - but our world today is “constant change”! TOMORROW 1. We are required to improve our agility, speed, assurance and openness to manage this constant change. 2. We must be integrated in our approach and our thinking. We have to be constantly inventing new models „to be ahead of the game”!26
  • 27. Thank you for your kind attention !27