Enabling partners to deliver more

The Brief

Great business partners help you achieve more. NZ Post has built its position as New Zealand’s most trusted delivery partner by consistently delivering on that promise for its customers, and their customers’ customers.

But being a good partner to retailers takes more than doing your job well. It means understanding their business, sharing knowledge, helping them navigate change and giving them the tools and insights to grow. NZ Post invests in research, insights and practical support designed to help retailers make smarter decisions and achieve more. 

We’ve been alongside them throughout that journey. Over the past year, our challenge has been to help step those efforts up, finding new ways to turn NZ Post’s knowledge, data and customer relationships into valuable content and tools that strengthen its position as retailers’ best delivery partner.

The Solution

Our approach has focused on three connected areas: making data and knowledge more valuable; helping retailers prepare for their biggest trading period; and demonstrating the value NZ Post delivers.

At the heart of the knowledge programme is the Market Sentiments report, NZ Post’s annual deep dive into the forces shaping online shopping. This year, for the first time, we brought shopper and retailer research together to identify nine key insights – from changing definitions of value and the emergence of AI to the growing importance of trust, transparency and buying local.

But insight is only valuable if you can do something with it. So each insight included practical actions retailers could take, supported by either international research, a case study or an expert perspective. We wrote and designed the report, and developed the framework for a keynote presentation NZ Post has successfully taken to retail conferences and events.

We also continued to evolve eSpotlight, NZ Post’s regular market update, making it increasingly insight-led and forward-looking to help retailers navigate today’s rapidly changing market conditions.

The second focus was Peak, that crucial shopping period leading into Black Friday through to the Boxing Day sales. We refreshed established content around preparing for Peak, while writing new pieces on the value of reliable delivery and managing health, safety and wellbeing through high volumes.

The hero was the Peak marketing calendar, a visually engaging, action-orientated tool identifying key retail moments and providing practical ideas to help businesses keep momentum up, engage customers and drive growth throughout the season.

Finally, we put retailers themselves at the centre of the story. Through written and video customer case studies, we demonstrate how businesses across diverse categories using NZ Post are driving customer satisfaction, building loyalty, strengthening their brand, increasing transparency, reducing administration and achieving growth. We managed everything from completing the interviews, writing the stories and managing the filming and video production.

The Results

This work has contributed to a strengthening of NZ Post’s position as a trusted partner invested in retailers’ success. And that, in turn, is contributing to retailers’ customer retention, sales growth and bottom-line results.

NZ Post helps retailers grow their business. Our job is to help NZ Post do the same, taking its research, expertise, customer stories and ideas and turning them into communications that are engaging and valuable. Because that’s what the best partners do - help each other achieve more.