This article is an extract from the Winter Edition of MER Magazine published in August 2018. You can read the full article as well as other articles from MER for free by visiting digital.mailandexpressreview.com.

MER speaks to Whistl‘s CEO Nick Wells, who has been in the industry since the 1980s about how the sector is evolving, his predictions for the future and why post is anything but boring.

How has Whistl’s ethos changed since you began working for the company?

As a business we have been competing in the downstream access (DSA) market since 2004, following the deregulation of the UK postal market. We started off as a challenger brand which meant we had to offer something different to the incumbent, be hungry to win new customers and remain competitive. That challenger/ entrepreneurial ethos has never left us, always being on the side of the customer and providing new services they want; being people you want to do business with through being a solution provider to client issues and always being the best at customer service. That has enabled us to grow to, and retain, our leading position in the DSA mail market in the UK.

That ‘can do’ spirit and thinking ‘what else can we do’ for our client’s ethos has been applied to our growth areas of parcels, fulfilment and international and is driving sales supported by
our solid DSA infrastructure.

That challenger/ entrepreneurial ethos has never left us, always being on the side of the customer and providing new services they want.

The sector is seeing a huge surge in parcel delivery – will this continue to rise or do you envisage it plateauing?

All the analysis points to continued growth in the parcels sector as the way we live, work and shop changes. There is no foreseeable plateau in parcel delivery volumes.

What trends do you expect to see over the next five years?

Over the next five years, you will see entrants come and go and consolidation within the parcel delivery sector – quality, price and flexibility will be key factors of success for operators. We will see greater cross-border trade as consumers want to access goods from Amazon/ebay sellers around the globe and we will see parcel companies having to demonstrate their international capabilities including on price, speed and quality. We are seeing an increasing customer demand for next and same day delivery alongside being informed step by step about the progress of their parcel on its journey.

Is the industry equipped to deal with consumer’s desire for ever quicker and cheaper services?

Any industry has to evolve to meet its customers’ needs, there will be disrupters who will come into the space. At the end of the day it will always be the combination of low cost, high quality services underpinned by excellent customer service that will win through for any company. More specifically, embracing the latest IT technology and proactive customer service solutions come into play; it is more than just the physical delivery of a parcel…

This article is an extract from the Winter Edition of MER Magazine published in August 2018. You can read the full article as well as other articles from MER for free by visiting digital.mailandexpressreview.com.

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