Please Mr. Postman featuring Michael Mattson

The 1961 hit, Please Mr. Postman, performed by the Marvelettes, was the first #1 single for Berry Gordy’s Motown Records.It carried a plea for the Postman to deliver news from the singer’s boyfriend who was, presumably, at war.

The United States Postal System pre-dates the United States of America by nearly a year.Formed July 26th, 1775 by the Second Continental Congress, today’s Postal Service operates over 30,000 post offices serving over 163 million homes and businesses.It is the largest civilian employer in the country with roughly 500,000 full-time employees.Because it’s one of the few government agencies explicitly authorized by the Constitution of the United States and operates under a Universal Service Obligation, it touches the lives of nearly every person living in the United States.You could argue that no one has a larger, more diverse customer base in the U.S.

My guest today, Michael Mattson, spent over 9 years working in various roles at the Postal Service, much of that focused on Customer Experience.

We discuss:

• Customer touch points
• Affecting change in a large organization
• Navigating organizational politics
• Linking Customer Experience to financial metrics
• Formalizing customer feedback
• The importance of effective communication and conflict resolution

Connect with Michael on LinkedIn

Music courtesy of Big Red Horse