Summary
In 2020 C-19 caused global logistics to nearly grind to a halt. How then did DHL Express maintain their best-in-class customer-centricity scores? Increase their competitive advantages? Grow revenue 32.5%pt and share prices 88.9% YOY? Simple, DHL Express:
- Are insanely customer-centric
- Know B2B research's value
That's why DHL Express' Global CEO commissioned research to protect their reputation when unavoidable practical challenges and short-termism threatened it.
Despite reputation research's complexities, a framework combining academic thinking and behavioural science understood the actions influencing DHL Express' reputation, their reputation itself and crafted a reputation-management-narrative.
This framework identified that DHL Express had:
- Protected their...