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Swift Postal Presentation to EuroMed convention

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This presentation was used at the Annual EuroMed Convention held in Malta. The presentation was given by Mr Joseph Sultana.

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Swift Postal Presentation to EuroMed convention

  1. 1. KNOW YOUR CUSTOMER A route to improving revenuesJoseph SultanaManaging Director
  2. 2. "This may seem simple, but you need to give customers what they want, notwhat you think they want. And, if you do this, people will keep coming back."Jack Cohen , Tesco’s
  3. 3. First the good news Your Assets
  4. 4. EVERY RETAILERS DREAMA TRUSTED BRAND
  5. 5. EVERY RETAILERS DREAMA NATIONAL CHAIN
  6. 6. EVERY RETAILERS DREAMA GUARANTEED FOOTFALL
  7. 7. EVERY RETAILERS DREAMAn established client set
  8. 8. Now the not so good news Your Challenges
  9. 9. • Multiple vendors attacking your client set• Reduced customer spend• Sophisticated client demands
  10. 10. MULTIPLE CUSTOMER TOUCH POINTS
  11. 11. Philately Bill Counter Payments Web Portal Sales Team Self- service kiosk Numerous data silos
  12. 12. MULTIPLE CHANNELS
  13. 13. Who buyswhat, when, whereand why?
  14. 14. WHO ARE YOURCUSTOMERS? HOW CAN WE INCREASE CUSTOMER SPEND FROM YOUR EXISTING CLIENT BASE
  15. 15. Scenario ADemographics of a typical customer at aspecific branch:• 60+ and retired• On an annual income of € 20,000• Local resident• Has kids• Visits twice a month, early morning (before 9:00 am)• Most used services: bill payments and stamps
  16. 16. Scenario AWhat to offer?• Build relationship with customer by knowing their name• Incentive and reward their loyalty• Opening earlier to accommodate their needs• Offer packages such as pension encashment• Offer third party subscriptions to Hospice, Medicare, Food stamps, and other important issues relevant to them
  17. 17. Scenario AMight not be a good idea to offer:• A young and fashionable mobile telephony package• A self-service option• Make your own stamp
  18. 18. How can you know thisinformation?
  19. 19. POST OFFICE - DATAWEB PORTAL - DATASELF-SERVICE KIOSK - DATA
  20. 20. KPOST OFFICE N O WWEB PORTAL L ESELF-SERVICE KIOSK D G E
  21. 21. Counter eCommerce Forex YourDomestic Web Customer Kiosk Corporate A SINGLE VIEW OF Philatelic CUSTOMER BEHAVOUR
  22. 22. In conclusion • The market is there and not going away • The market size cannot grow ( population ) • We need to stop them ‘defecting’ • We need to get more revenue out of the client We need to know more about our client “You cannot manage what you cannot measure." Thank you
  23. 23. “You cannot manage what you cannot measure." KNOW YOUR CUSTOMER Thank you
  24. 24. Welcome to SWIFT POSTAL

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