Australia Post has a CTO, and after 12 months in the job, the CTO tells a summit for CIOs how Australia Post reacted when the penny dropped about needing to adapt to the changing world of retail. Apparently this happened just over 12 months ago.
Reported on ZDNet 28/08/2013:
On competing with FedEx, DHL, and Toll, Tien-Ti Mak (CTO) reportedly said:
"To be brutally honest with you, we had absolutely no idea how to do that, because we've been a monopoly industry for 200 years, so it's not like our people really know how to use sales or marketing, or customer retention or anything like that" .
So as a Licensee you can be forgiven for not knowing what a CTO is, because Australia Post's CTO has no idea what an LPO does, so I guess we would be even. Stunned, but even. Or is this proof positive that we are not considered 'their' people? The CTO thinks Australia Post has 4,500 retail outlets who have no understanding of what a customer wants. How incredible! Surely someone should have mentioned that 2900+ of those retail outlets are experts on keeping 'their' customers satisfied and coming back for more, regularly.