The customer experience of failed deliveries

Following the privatisation of Royal Mail we can expect to see a shift in the business model for this backbone of UK infrastructure. The company has survived the digital age so far better than many had predicted as futurists plotting the death of the letter as email and instant message services dominated communications. While this digital transformation for many communications has taken place so too has the world of e-commerce with a dependence upon parcel delivery to receive your goods. This upturn in parcel deliveries including the many eBay addicts that have turned a website into a vocation means that while letters have declined parcels have seen an increase helping to position Royal Mail as a desirable business proposition having been floated on the stock exchange. This has lead to ever increasing pressure for parcel services with many smaller firms looking to undercut Royal Mail and take a slice of this action. These smaller firms often using Mum & Pop local people to make the local delivery reliant on these freelance individuals to represent their brand. A necessary evil to make the numbers work and cut costs but these local agents don't rely on every delivery to make their worth and merely dump and run. A recent experience where I was unable to receive the goods saw the tell tale slip left in my door with no address details for the courier service merely a local number that when called was never answered. As a customer therefore leaving me stranded and at their mercy. Where is the online tracking, the customer portal, the 24 hour contact number. None of these just a slip and a hope that one day in the future our paths may cross. Epic......fail. 

Royal Mail - The retro customer experience

Dealing with Royal Mail is an experience that seems stuck in time unprepared to step into the Digital age of the 21st century. The lack of a monopoly in mail and parcel delivery that Royal Mail used to enjoy seems to have had little impact on the customer experience that they deliver. Primary point of sale remains the shop front that has opening hours unchanged since the 70's with paper based forms to purchase most services. Even when on the receiving end of the service to accept delivery of a parcel you are left to guess at its arrival time and then in the event you miss it are welcomed by the mystery red and white paper slip which you need to take to a depot and prove who you are. Where is the online functionality, the provision of a 24/7 service, customer centric journeys, clear customer comms that allow continuous dialogue with customers. Fact is none of these are in place and seem to have little likelihood of appearing any time soon. As soon as the lack of a monopoly position matures and the competitors emerge, Royal Mail is going to struggle and emerge out of the Digital age. R.I.P. Royal Mail.