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Parcel Delivery Companies Must Adjust to Empowered, Digital Consumers, Accenture Study Shows


Digitally connected consumers, looking for lower prices, greater convenience and a seamless experience in buying, receiving and returning products, are forcing companies and postal organizations to rethink traditional parcel delivery methods, research from Accenture (ACN) shows.

Armed with social networks, greater choices and rapid reviews of companies and services, these savvy consumers, already driving e-commerce demand, now are forcing increased competition for the “last mile,” the literal home stretch in delivery service – to the door, parcel lockers, access points or crowd storage.

“Adding Value to Parcel Delivery” identified more than a dozen trends impacting parcel delivery service, an industry segment that is projected to grow 9 percent annually to more than $343 billion globally by 2020. As postal organizations around the world continue to face revenue challenges created by dramatically reduced mail volumes, focusing on competitive parcel delivery products, services and supply chains will help close the revenue gap.

“Understanding customer needs and creating solutions aimed at improving their delivery experience is an important aspect of gaining market share. That relationship can also be leveraged to sell new services directly to consumers which presents additional revenue opportunities,” said Brody Buhler, who leads Accenture’s global post and parcel industry practice. “Successful companies and postal organizations harness the power of today’s consumer to remain relevant while capturing increased market share.”

Study findings were presented during Post Expo 2015, the international exhibition and conference for the world’s postal, courier and express industries.

“Consumer convenience and cost reduction have been the primary objectives guiding the change,” Buhler said. “Traditional postal organizations, already locked in competition with private delivery companies now are facing the possibility of...