The post office doesn’t have any customers. It sees this as a dilemma that is not easy to smooth over.

I definitely see myself as a post office customer. I go there, stand in line, order at the counter and the postman visits me almost every day. From the point of view of the post office, unfortunately these points are not connected. For the post office, there is only a letter with a target and a point of departure. The point of departure is the postbox and the target can be depicted in a delivery round. I as the sender only play a role when it goes wrong.

Notably, the post office does not know that I already sent two letters and three packages last week. They also couldn’t say which and how many letters I receive and when use their service most intensively. As it is, I don’t personally miss anything, apart from perhaps better service. To this end, I am now spoiled by e-commerce.

The post office lives on material, rather than electronic delivery. This type of business has a big problem with digital transformation, because important data is not collected. Digital transformation is a prerequisite for the type of service offering that we have become accustomed to, thanks to the internet. As this service philosophy is perhaps also beneficial to the business of the post office, it will somehow resolve the dilemma.

Only then will I get the feeling of how good it used to be when we weren’t customers.