Monetize! Amsterdam - DHL

Using CX and NPS Data to Promote Growth every employee, every day, at every level.

Markus Engel
VP Sales Performance Management, DHL Supply Chain

DHL is present in more than 50 countries, and is considered to be the No. 1 global logistics provider. How do they stay ahead of the competition? According to Markus Engel, the company believes that customer centricity is a ‘customer-first’ mindset that applies to
After the introduction of CXM (Customer Experience Management), DHL transformed its global survey and closed-loop process to be more speedy and efficient for both company and customers. The company also increased satisfaction through transparency and implemented workflows for CX reps to ensure an effective response to each customer group within the appropriate time frame. The result was impressive. Since its 2016 program rollout, DHL increased its NPS by 10+ points in several countries and doubled its customer response rate. They also monetize their program effectively by integrating sentiment and NPS scores into their sales process and have correlated promoters with increased conversions amongst other major breakthroughs.