The U.S. Postal Service has made improving the customer experience a priority. Postal officials see a positive customer experience as a key to revenue generation because customers are more likely to return if their experience was good. As Deputy PMG Ron Stroman noted to a gathering of postal officials in August, “Our customers have choices, they don’t have to come to us. How people are treated makes all the difference in the world.”
As the post that handles almost half of the world’s mail volume, the U.S. Postal Service knows a thing or two about mail. But that doesn’t mean it can’t learn something from other posts.
Although the Postal Service differs in many respects from other posts, many of the regulatory...Read More