In a carrier market that can be clearly differentiated by the quality of service on offer, Neil Jackson, chief executive, Triangle Management Services, calls on retailers to use growing insight into what constitutes the total cost of delivery, from late to lost goods, returns to complaints handling, and pay for a service that will truly reflect customer expectation.
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When seen purely as a telecom network, the postal service is fascinating and unique. It shares with any other government network the reality of hundreds of thousands of users, often handling very sensitive data.