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USPS  United States Post Office

The Situation

For perhaps the first time in history, The United States Post Office was feeling the hot breath of competitive forces. They were losing market share to Mail Boxes Etc., FedEx and UPS. They needed to elevate and differentiate their customer experience to regain market share.

The Solution

By studying the Customer Operating Zones where customers interacted with postal services, King-Casey identified vital areas for improvement. Improvements focused on customer communications, and flow. The Post Office’s customer experience was made significantly faster, easier, and more pleasant. In addition, King-Casey created a strong new retail identity through new exterior and interior signage and design.

The Results

King-Casey created a new Post Office “retail store” with key customer zones: full-service, self-service and Postal Store. The operational flow of customer traffic was greatly improved. Customer perception of service quality improved. And the net result has been increased revenue.

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The Post Office’s customer experience was made significantly faster, easier, and more pleasant thanks to King-Casey’s new retail store concept and design.
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King-Casey 25 Sylvan Road South Westport, CT 06880 Phone: 203- 571-1776 Email: innovators@king-casey.com

King-Casey is retail design and branding company providing design and consulting services relative to strategic branding, retail merchandising, store merchandising, zone merchandising, retail store design, retail and store assessment, retail display, consumer research, customer feedback, focus groups, videography, branding, identity development, packaging design, and package design. King-Casey’s expertise includes work with QSR, Fast Casual and Casual Dine restaurants. King-Casey provides restaurant design, restaurant merchandising, restaurant branding, restaurant menuboards, menu board, visual merchandising and design, menu consulting, menu design, menuboard systems analysis, menuboard design, menu board design, menuboard consulting, menu board enhancement, drive-thru assessment, and drive-thru design. At the heart of King Casey’s approach is our COZI methodology (customer operating zone improvement) which ensures effective retail strategies, retail design, merchandising strategies and results in lasting customer loyalty.