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Evolution of ¡®in-store' - can bricks & mortar and eCommerce work together effectively

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Imtiaz Kaderbhoy
Imtiaz Kaderbhoy

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? Omni-Channel Retailing Summit Spencer Chapman Imtiaz Kaderbhoy
Post Office¡­.a history lesson ? 1660 ¨C General Post Office established ? 2013 ¨C 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
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
A moment of clarity
What we are doing about it¡­..
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
Where we are ²µ´Ç¾±²Ô²µ¡­..
Evolution of ¡®in-store' - can bricks & mortar and eCommerce work together effectively? Omni-Channel Retailing Summit Spencer Chapman Imtiaz Kaderbhoy

More Related Content

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 ¨C General Post Office established ? 2013 ¨C 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 ²µ´Ç¾±²Ô²µ¡­..
  • 8. Evolution of ¡®in-store' - can bricks & mortar and eCommerce work together effectively? Omni-Channel Retailing Summit Spencer Chapman Imtiaz Kaderbhoy

Editor's Notes

  • #5: 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]
  • #6: 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 ¨C complete in branch ¡­¡­ start in branch complete online¡­¡­.driven by our CDP Self service to achieve different aims in different locations ¨C Queue busting / upsell / cross sell ¨C incentivisation strategy CDP integrates all of this ¨C build once and drive conformity via user interface and My Account function Mention branch trials ¨C appointment / wifi / queue management