This presentation was used at the Annual EuroMed Convention held in Malta. The presentation was given by Mr Joseph Sultana.

1. KNOW YOUR
CUSTOMER
A route to improving revenues
Joseph Sultana
Managing Director

2. "This may seem simple, but you need to give customers what they want, not
what you think they want. And, if you do this, people will keep coming back."
Jack Cohen , Tesco’s

3. First the good news
Your Assets

4. EVERY RETAILERS DREAM
A TRUSTED BRAND

5. EVERY RETAILERS DREAM
A NATIONAL CHAIN

6. EVERY RETAILERS DREAM
A GUARANTEED FOOTFALL

7. EVERY RETAILERS DREAM
An established client set

8. Now the not so good news
Your Challenges

9. • Multiple vendors attacking your client set
• Reduced customer spend
• Sophisticated client demands

10. MULTIPLE CUSTOMER TOUCH POINTS

11. Philately
Bill
Counter
Payments
Web
Portal
Sales
Team
Self-
service
kiosk
Numerous data silos

12. MULTIPLE CHANNELS

13. Who buys
what, when, where
and why?

14. WHO ARE YOUR
CUSTOMERS?
HOW CAN WE
INCREASE
CUSTOMER
SPEND FROM
YOUR
EXISTING
CLIENT BASE

15. Scenario A
Demographics of a typical customer at a
specific branch:
• 60+ and retired
• On an annual income of € 20,000
• Local resident
• Has kids
• Visits twice a month, early morning
(before 9:00 am)
• Most used services: bill payments and
stamps

16. Scenario A
What to offer?
• Build relationship with customer by knowing
their name
• Incentive and reward their loyalty
• Opening earlier to accommodate their
needs
• Offer packages such as pension
encashment
• Offer third party subscriptions to
Hospice, Medicare, Food stamps, and other
important issues relevant to them

17. Scenario A
Might not be a good idea to offer:
• A young and fashionable mobile
telephony package
• A self-service option
• Make your own stamp

18. How can you know this
information?

19. POST OFFICE - DATA
WEB PORTAL - DATA
SELF-SERVICE KIOSK - DATA

20. K
POST OFFICE N
O
W
WEB PORTAL
L
E
SELF-SERVICE KIOSK
D
G
E

21. Counter
eCommerce Forex
Your
Domestic Web
Customer
Kiosk Corporate A SINGLE
VIEW OF
Philatelic CUSTOMER
BEHAVOUR

22. In conclusion
• The market is there and not going away
• The market size cannot grow ( population )
• We need to stop them ‘defecting’
• We need to get more revenue out of the client
We need to know more about our client
“You cannot manage what you cannot measure."
Thank you

23. “You cannot manage what you cannot measure."
KNOW
YOUR
CUSTOMER
Thank you

24. Welcome to
SWIFT POSTAL