The parcel delivery experience is no longer just a logistical detail; it’s now a direct reflection of a retailer’s brand. As e-commerce continues to reshape consumer behavior, postal providers are being called to step up as strategic partners, not just service providers.
Christine Corbett, former Chief Customer Officer at Australia Post, Chief Executive Officer at AGL Australia, and now Strategic Advisor at TMX Transform, shares her perspective on how postal networks must evolve to stay competitive in today’s high-expectation retail environment.
Rising consumer expectations is all about providing certainty and transparency.
Elevating the retail brand
Every parcel delivery is a brand moment, with customers associate the delivery experience directly with the retailer, meaning postal providers must support, not detract from, brand reputation.
We have reached the point where certainty, consistency, and reliable delivery are now non-negotiables.
Visibility and insight are key
Consumers expect real-time parcel tracking and retailers want data to drive decisions. Postal providers are well positioned to help in this space, as they have access to industry-wide insights that can be passed onto their customers, helping to drive consumer loyalty.
From cost center to partner
Retailers are no longer looking for just a service, they want collaboration, and postal providers can add this value, by optimizing a retailers supply chain, reducing costs, and co-developing innovative solutions.
Simplifying choice for sustainability
Offering too much delivery choice can be inefficient and costly, becoming a burden on retailers trying to remain competitive. Streamlining options doesn't only help improve sustainability, it can also increase customer satisfaction.
The path forward
Postal providers have natural advantage with strong brand recognition, but in today's landscape, it must be earned daily. Those who embrace transparency, data, and strategic alignment will continue to lead in an increasingly competitive market.
