Keeping our customers posted

Sinéad McDonald

The Post Office is more than a brand: it is a British institution, trusted and used by huge numbers of the British public.

Keeping our customers posted

Sinéad McDonaldRoyal Mail Group

THE JOURNEY BEGINS

I can still remember the moment, sitting quietly in the corner of someone's living room in a tiny village in Wiltshire. I was there to observe some focus groups, talking to some of our more elderly rural customers about their experiences of the Post Office® – how they used us, how they saw the future, which of our products they were aware of. They were having a discussion about some of the products the Post Office® has launched more recently, and how they found it difficult to keep...

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