Case studies

Creating a Smart Post Office appealing to Millennials

Insights from a Digital-native

With their big demands and high expectations, Millennials are one of the most important targets for brands as they have an increasingly higher purchase power and the capacity to influence their friends and families. Discover how Millennials (generally not loyal to brands) can become brand lovers if their high expectations are met.

Millennials – also known as Generation Y - are one of the most important targets for brands as they have an increasingly higher purchase power and the capacity to influence their friends and families. This paper illustrates how Millennials can become brand lovers if their expectations are met. They are digital-natives, a fast-moving generation and ‘always-connected’ customers. They want to have everything, at anytime, anywhere – and thanks to new technologies this is now possible. 

Businesses have to profit from this digital disruption and redesign their services to offer a positive user experience. In this context, the challenge for postal organisations is significant. This paper explains how they can act as a trusted third party facilitating omni-channel interactions and communication between people, while minimising their ecological footprint. We will be elaborating how postal operators can cope with this challenge by offering a personalised, safe and welcoming shopping experience in their own retail stores, connecting the offline and online worlds through mobile technologies. Indeed the Smart Post Office concept as depicted in this paper allows to increase customer experience while also optimising cost structures through automation and self-service. The digitalisation of post offices and the exploration of e-commerce solutions is a crucial step in order to attract Millennials, and to therefore stay relevant in the future ahead of us. This point of view will provide examples of this. 

Creating a Smart Post Office appealing to Millennials
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