DHL Express: Actions, perceptions and narrative – how research understood and enhanced DHL Express’ reputation

DHL Express, an international courier, conducted a worldwide research study to measure the brand's reputation, identify if COVID-19 threats had harmed DHL Express and create a communicable reputation management narrative.

Data analysis
Postal & courier services
Customer centricity
Crisis management
Brand trust
Strategy

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...

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