DHLGroup6

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University of Texas, Dallas *

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6367

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Marketing

Date

Apr 3, 2024

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pdf

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18

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MANAGING GLOBAL BRAND INVESTMENTS AT DHL Deutsche Post DHL implemented a customer-insight based approach using an operations research-based brand assessment tool, leading to a USD 1.32 billion increase in brand value over five years. This strategy resulted in a 38 percent return on investment and a 24 percent internal rate of return, while also significantly impacting DHL's overall strategy and organization
Q1. How was the purchase funnel framework used to understand brand performance at Step 1 of the application?
DHL’s Global Brand Assessment Tool HIERARCHICAL PURCHASE PROCESS INSIGHTS FROM ANALYSIS OF THE FUNNEL: Identifies stregths and weakness of the brand across stages It helps to identify stages that cause majority of leakage in the funnel It helps perform Competitor analysis. This can be done as 1. Comparison with single strategic competitor 2. Market Average 3. Efficient line indicating best performance at each stage
Performance of DHL and TNT, the competitive benchmark in the UK. On comparison with DHL’s strategic competitors, we can g a i n th e f o ll o w i n g i n s i g ht s : Selected customers are equally aware of both brands i.e brand awarness activities are paying of f DHL sends more customers to the consideration stage as compared to TNT which indicates that customers are aware of the features, services and are likely to consider it as their service provider DHL fails to send as many customers to the usage stage which is a crucial stage. Only 42% people have used DHL at least once DHL experiences the largest gap from TNT in the main provider stage. This indicates that customers do not trust DHL with a major chunk of their business. DHL is not able to nurture returning customers This further trickles to the Sole Provider stage, only 11% of the total customers use DHL as the main provider compared to 16% for TNT. This stage includes brand loyal customers that are nurtured over time through high quality service. Overall, the funnel indicates that while DHL is able to create awareness in the customers, it is unable to convert mind share to wallet share.
Q2. Design a brief survey that could be used to gather the information needed for Step 1. How would you form a representative sample of customers to send out the survey to for example, can you start with a list of all the customers that have purchased DHL’s service in the past 5 years and pick a representative sample?
Survey Design: Assessing Customer Satisfaction and Brand Perception Objective: To gather information about customer satisfaction, brand perception, and preferences regarding DHL's services. Survey Questions: Demographic Information: Age: Gender: Location (Country/Region): Frequency of DHL service usage: Customer Satisfaction: On a scale of 1 to 10, how satisfied are you with DHL's services? What factors contribute most to your satisfaction with DHL?
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