Australia Post's broken down parcel delivery system

Australia Post's broken down parcel delivery system

By Craig Menzies - Forrester Research

At Forrester, we define a customer experience ecosystem as “The complex set of interdependent relationships among your company’s employees, partners, and customers that determines the quality of all customer interactions. ” In the case of the above incident, the ecosystem was profoundly broken because some of the contractors had worked out that they didn’t actually have to deliver their packages (or even load them in their vans! ) — they just delivered the postcards and called it a day (and in many cases, they don’t even bother delivering the postcards).

Read more here: Business Spectator


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