DHL Memo: Customer Complaints about Shipment Fees

The Express mail industry in the United States had a volume of $16-17 billion on expedited shipments in the year 1996. In the years before shipment volumes has risen 15-20% per year. However due to higher competition prices have fallen which resulted in a rise of only 10-15% in total revenues. As an example of this stands the revenue and the operating margin of the biggest player that make up 45% of the market. Federal Express’ revenue has more than quadrupled in the ten years prior 1996, however its operating margin has more than halved. (Exhibit 2) The

Due to the rising popularity of email and the easiness of scanning documents, less and less mail is being sent every year and because of competitors like FedEx and UPS the United States Postal Service (USPS) is having financial problems. All over the world there has been sweeping postal reform. New Zealand moved to three day mail delivery, Canada eliminated home delivery in cities, and the United Kingdom recently privatized their mail system. The United States Postal office has been losing money and reported a loss of $15.9 billion dollars in 2012. The USPS has been increasing stamp prices to make up for this financial loss, most recently increasing stamp prices from forty-four cents to forty-five. With congressing blocking the latest USPS

Approaching the task of having to communicate with your customers to affectively resolve their problem can be a difficult task, therefore using various negotiation techniques in the process will be very important. Before anyone would contact a customer regarding their problem, you would always need to know what has to be achieved in the long run of the discussion, as you will effectively be working towards what’s best for their service whilst it being beneficial towards both customer and the organisation. Sometimes customers may need something improved on their service which is out of the ordinary, therefore it is my task to comprise and introduce other products or services that we have available to offer in order for their satisfaction and a positive customer experience. Listening carefully is one of the most crucial aspects of negotiation, as you must be able to offer new products and services whilst communicating with customers, which can be proven to be quite the task itself, therefore you would always have to be alert and listen very carefully to their needs in order to offer them the correct product or service for their need.

For your information, attached please find the detailed report regarding the contents at the meeting.

* Customer Dissatisfaction - Delivery and quality problems invariably result in decreased customer satisfaction, which may be compounded by poor service

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

The meeting that was observed was a regularly scheduled meeting, each month the board members came together and discuss important issues

Another top stakeholder within Costco’s organization is its customer clientele. After careful research, the author noted several variables that contributed towards Costco’s highly-rated customer service and satisfaction ratings that speak from sales in addition to positive feedback. The author will briefly dissect this stakeholder group and display, in writing, why this group aids Costco in providing low prices on select items, its continuous service method which has proven, both financially and through praise, to be one of the more successful methods in retail, and to demonstrate why Costco

1: A management meeting for 12 section managers is due to be held on Tuesday, 24 November commencing at 9.30am and finishing at 4.00pm. The CEO of the company will attend.

The bargaining power of customers is high. First of all, the customer size is tremendous globally, which also has an accelerating growth rate in recent years. Customers’ leverage is strengthening as a result of this. Another inevitable factor is that with countless retailors online, there is low switching cost for customers to find other alternative companies that suits their desire to conduct purchases. Moreover, consumers today are more sophisticated. Consumers are less commit to impulsive-buying, yet are more willing to study about product features and evaluate their options before purchasing online. Their purchase pattern can also be hard to learn too.

Airborne Express the current underdog in the express mail business has been able to compete with market leaders due to innovation and optimization strategy. The company built on cutting cost and emphasizing reliability now faces pressure from the leaders UPS and FedEx to change their pricing strategy. This change from standard rate pricing to distance-based pricing puts Airborne in a dilemma in which they must choose to match the competition which will make them lose what sets them apart in the market or stay with the current strategy. Changing will increase their flexibility and could open them up to new consumers while staying the same

A formal meeting shall be held where every team member will required presenting with full preparation of mind.

This paper is about United Parcel Service (UPS). The company is described, with specific reference to the nature of its service offering. UPS is an international firm, and as such there is discussion of the different countries in which it operates. The focal point of the paper is an analysis of UPS using the marketing mix, and with special attention to the way that the marketing mix is implemented differently in the different markets UPS serves. The four markets given the most attention are the four countries in which UPS has major hubs the US, Canada, Germany and China.

Delivering goods such as gifts, files, and documents has always been essential for businesses and personal purposes. Before internet marketing and technological innovations, sending parcels to another location wasn 't so simple. However now days, there is a constant increase of internet users which according to The World Bank, around 38.1 billion people surf on the cyberspace. This boosts online shopping and services increasing companies to aim to send their products to different places. Because sending packages, nationally or internationally, have been a consumption of great time and money, both enterprises and clients hope for faster and affordable ways which lead to the popularity of courier

Deutsche Post World Net has a unique spectrum of international services including brands DHL, Deutsche Post and Postbank with different types of services. Thus, we have decided to focus on DHL in this analysis in order to better understand to strategic position within logistic services.