Customer concerns included possible delays in service, being able to send or receive international mail, being exposed via the mail, and contracting the virus from an employee “after all, they visit every house”. How did your team shift your existing strategy to better engage customers during a crisis? Title: Manager, Social Business Intelligenceġ. The better the job we can do in telling that story, the better we can bring about a happy ending for both customers and employees.
These stories are about people, our employees and our customers. We aim to provide the data necessary to inform nimble decision-making based on data, rather than instinct. The data is used to evaluate an approach, inform a response, and modify operations. Our job is to take quantitative and qualitative data and present it in a narrative that is both compelling and accessible. Our goals in social listening are brand protection, crisis mitigation, and an enhanced customer experience.
They are encountering workloads greater than our peak holiday season, with less staff, and with the additional burden of personal safety concerns.Īnd all this is occurring at the same time as the national census, during an election year with mixed feelings about vote-by-mail. Just as our customers are personally and professionally affected, so are our employees. MSN and others asked: ” Could coronavirus deal a fatal blow to the U.S. But initially, customers and the media questioned the safety of the mail, the safety of our employees, if our employees are a potential source of infection, and the health of our future as a business. The COVID-19 epidemic is providing unprecedented challenges and opportunities as customers count on us for life’s necessities, a sense of connection, and economic support. We touch every American household and business six, in some cases seven, days a week. USPS is an essential part of the fabric of American life. The United States Postal Service (USPS) is the world’s largest postal service and is the second oldest government department in the US.
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