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Customer Service As A Strategy

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Executive Summary

Parcelforce Worldwide is part of the Royal Mail Group Ltd. Royal Mail Group has three main operating brands:The Post Office Ltd provides counter services to the high street customer, Royal Mail manages the delivery of letters and packets, Parcelforce Worldwide provides express parcel delivery services for businesses and consumers. Parcelforce Worldwide competes in a free or unregulated market. A free market is open to all. Any company can choose to operate in the market and customers can choose any supplier they wish. Suppliers therefore need to provide good value for money to keep customers and win new business. This case study examines how a strategy focused on customer service can contribute to longterm business development.

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