Do you Really Understand and Deliver for your Customer?

1. do you really understand and deliver for your customer?
2. The pace of change is accelerating
3. 3.26 billion Internet users at end December 2015 Mobile phone penetration in Australia 1.32 mobiles for every Australian 7,295 tweets per second globally 735 instagram photos uploaded per second globally 2220 skype calls made per second globally Digital interactions influenced retail sales to the tune of $2.2 trillion globally in 2015 2.511 million Emails sent per second (including spam) 128,126 youtube videos viewed per second globally 55,545 google searches per second globally 36,919 gb Internet traffic per second globally 25 passwords per person at a minimum 207 accounts for each internet user by 2020 90% of user-generated passwords will be vulnerable to hacking Source: h"p://www.internetworldstats.com/stats.htm We live in a digital world
4. Over 50% of interactions now digital Over 50% of this now via a mobile device 181m annual visits across AP digital assets 123m digital self-service visits (up 16% YoY) 1.8m+ App downloads 50% of total revenue now digitally enabled 249m In-store visits Customers are still looking for choice
5. Page 5© 2014 Australia Post More choice and convenience with their parcel deliveries. Their information to be secure and well protected. Greater personalisation of experiences – know me. Customers told us they want: Services available via multiple channels. Certainty that we will deliver their product, quickly & reliably.
6. creating Experiences customers l ve is the new battleground Easy, frictionless, multi-channel experiences to build customer advocacy
7. Customer priorities Creating seamless customer experiences Listening to customers and taking action Knowing our customers our people Empowering
8. putting the customer in control of the delivery experience
9. 92015 Australia Post | Presentation Name
10. Page 10 © 2015 Australia Post The right customer experience will drive an organisation’s future success
11. Questions

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