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Moments of TRUTH : DHL.com [Class apart ] ??????????????
Kiran Varri - CCXP, PMP
Director - Academics | Customer Experience (CX) | Business Excellence (Six Sigma) Consultant | Digital Delivery | Design Thinker | Prosci Change Manager
Visibility | SPEED | Customer WOW
These 3 in place & a Courier/Logistics brand will achieve each of it's Brand GOALS !!
My personal experience paired with What "can" make "The Difference"??
????Visibility :
The DHL experience : From the moment the parcel came into hands of DHL, the option to sign up for tracking(email / mobile) was made available to me and i could track the movement at every touch point :city/ port/ customs clearance etc. There was a clear mention of by when i could expect the delivery(though the delivery was done much much earlier)
Every customer without exception would like to have the option to track their package at as much possible granular level along with an estimate of Delivery Date/time. Tracking facility offers the sense of confidence(and feeling in control) & with Expected date/time of delivery one can be sure of the end date of the journey(that being the primary objective : Sent item in the hands of recipient)
If you are a Courier/Logistics brand, please ask these 2 questions : 1) Does my brand offer "Adequate" tracking. Please note, the definition of adequacy is as per the customer !!
2) The estimated date(& if possible time) of delivery.
With these questions in hand, now map your service vs that of the competition. Are you : 1) Adequate enough 2) On par with competition 3) Better than Competition or 4) Weaker than competition benchmark?
??????SPEED :
The DHL experience : The time stamps say it all : Received and scanned @ Hyderabad on 3 Jan 2022 12:58 hrs / Landed in Oman 13:04 local time 04 Jan / Reached Dubai 23:16 local time 04 Jan & Handed over at at 10:07 a.m. on 05 Jan 2022. [ fyi The departing times as well were part of the tracking...??WOW?? ]
Icing on the cake : I also was updated that the Customs Clarence process was starting while the parcel was in transit from Oman to Dubai - The Destination...such level of updates are bliss? to me...what more can i ask for !!
In this business, SPEED is everything. However, some like it faster !! The following questions can guide :
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How fast can you deliver?
Is the Customer happy with the Speed/Cost balance?
What cost is the customer willing to pay for Xtra SPEED? (This is music to Finance team)
How often are you able to deliver to the promised timeline? i.e. Accuracy !!
Are you able to do this profitably? I mean more profitably than competition !!
What partnerships have you formed to enable SPEED & to be in a position to serve your customer better?
??Customer WOW :
The DHL experience : The pick up touch-point in my case was a local courier handing over the parcel to DHL for onward journey and delivery.
The delivery was swift and positive. The call came in and the associate was there to deliver with a smile in the classic DHL uniform. I must say : Uniform is a critical element; so, please do not ignore this Trust building aspect. He mentioned about an additional fee of AED 10 to be made and i instantly obliged.
There are 3 critical touch point opportunities : 1) When Collected 2) When Delivered & 3) When Customer-care is contacted !! My experience : The 3 times i called, DHL Customer care team picked the call on the 1st ring. As a customer, that's a fabulous thing to witness/experience. It made me feel : They are the Best & most Trust worthy.
Note : The minor additional payment as well was updated on the tracking. It cannot get better on Transparency !!
My instant note to all my friends read as follows : I am not sure about Fedex & UPS, but, i can safely say : Choose DHL if you want your parcel to reach the destination safe & soon...