World Mail and Express Americas 2016
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World Mail & Express Americas 2016
Creating customer value: competition and partnershipAs we have discovered at previous events, although the Americas is a very varied region in terms of economic development and living standards, there are major similarities in the challenges and opportunities faced by the mail and express sector.
For everyone in the industry there is an increasing understanding of the importance of the customer, whether the traditional sending and paying customer or the receiver of what is being sent. The needs of the recipient are of particular importance in e-commerce: timely advice of delivery, opportunities to specify and to change the preferred delivery time, the flexibility to choose where and how delivery takes place and so on. The winners in the medium term will be those companies which understand that the creation of customer value is key to winning and retaining business.
Creating customer value is therefore one of areas where post and parcel companies need to seize the initiative and understand how to differentiate in order to compete with either direct or indirect competitors. Competition does not exclude partnership: indeed, many companies are learning how to cooperate as well as compete with each other. Partnership is necessary with sending customers and with other players in the various mail and express value chains if real customer value is to be created. And partnership may also be required with local or international post and parcels companies otherwise regarded as competitors in order to deliver an integrated end to end service.
At World Mail & Express Americas 2016 we therefore will discuss and debate the conference theme of ‘Creating customer value: competition and partnership’.