In a carrier market that can be clearly differentiated by the quality of service on offer, Neil Jackson, chief executive, Triangle Management Services, calls on retailers to use growing insight into what constitutes the total cost of delivery, from late to lost goods, returns to complaints handling, and pay for a service that will truly reflect customer expectation.
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The increasing demand for an interactive consumer marketplace has led to modernisation in the postal industry being something of a buzzword at the moment. With this in mind, Simon Campbell looks at how posts can bring together physical and electronic delivery