Evolution of ‘in-store' - can bricks & mortar and eCommerce work together effectively
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An Omni-Channel Vision of the Post Office. A journey describing how the Post Office aims to transform its business to become a modern, customer centric, omni-channel retailer.
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Evolution of ‘in-store' - can bricks & mortar and eCommerce work together effectively
- 1. Evolution of ‘in-store' - can bricks & mortar and eCommerce work together effectively? Omni-Channel Retailing Summit Spencer Chapman Imtiaz Kaderbhoy
- 2. Post Office….a history lesson • 1660 – General Post Office established • 2013 – Post Office Ltd separates from Royal Mail • Owned by Government • 11,800 branches …….and growing • 33,000 service points ……… and changing • 2,500 ATMs • Over 20M unique visits a week • Is the largest post office network in Europe, and the largest retail branch network in the UK……. • …….handling more cash (almost GBP100bn pa) than any other business • We settle more than 500m household bills pa and are the largest provider of foreign currency in the UK
- 3. A moment of clarity • We were product focused • We were a channels business • We were siloed • We were overly focused on the network • We were not customer centric • We were not insight driven • We did not have the infrastructure to achieve our vision
- 4. A moment of clarity
- 5. What we are doing about it…..
- 6. What we are doing about it….. • Developing a single view of our customers • Developing propositions based on insight and fact • Creating a single Post Office customer account • Launching and integrating our mobile channel • Optimising our online customer journeys • Aligning our branch experience / customer journey to our online and mobile channels • Creating a targeted self service capability • Launching a platform to integrate all of the above • Replace our counter infrastructure • Adopt test and learn to speed time to market
- 7. Where we are going…..
- 8. Evolution of ‘in-store' - can bricks & mortar and eCommerce work together effectively? Omni-Channel Retailing Summit Spencer Chapman Imtiaz Kaderbhoy
Editor's Notes
- Just over 12 months ago ….. We undertook a healthcheck on our customer / channel capability…..it was clear from that, I order to remain competitive ….. To be become a retailer of our own products…..to become financially independent…….we had to change ………. And there were some very tangile reasons for this . …[diagram]
- We recognise the importance of Mcommerce for certain transaction types More end to end journeys online (with standard look and feel and a few clicks as possible) Start online – complete in branch …… start in branch complete online…….driven by our CDP Self service to achieve different aims in different locations – Queue busting / upsell / cross sell – incentivisation strategy CDP integrates all of this – build once and drive conformity via user interface and My Account function Mention branch trials – appointment / wifi / queue management