BME: "Hey Mark, who is DHL Express?"
Mark: "Within the big DHL family, DHL Express is the part that deals with fast and urgent shipments. Here we use an air network, our "Air Express." Thus we have a number of hubs that allow us to deliver (almost) worldwide as early as tomorrow. Currently, our family consists of 120,000 employees, spread across the different continents."
BME: "So what makes you guys so unique?"
Mark: "DHL is the most international company in the world. DHL has expertise just about everywhere because we have local experts with a local network. These people also have a real DHL background."
"In addition, DHL has also created the Certified International Specialist (CIS) program. This means that everyone receives the same basic training. In short, what it takes to reach our customers and to do so in the best possible way. A lot of money and effort goes into that, but it's really worth it."
"Also, DHL has its own fleet of more than 250 aircraft. As a result, despite the effects of COVID-19, we can deliver to our customers quasi anytime, anywhere. This proves once again the power of airspace."
BME: "Can you tell me a little more about this premium value that you offer?"
Mark: "Your website is critical. If you're selling a product, your website is your only touch point with your potential customer. With other courier services, the packages are just delivered and done. With us, we are a partner with a very uniform and premium appearance. We hand over the package with a smile, an extra word, ... So we build a number of features into our deliveries that upgrade your product and your service. It's just that touch point that determines whether the customer orders something from you again."
"In addition, reliability is also very important. At DHL Express you enter a network, which is also known as the big yellow machine. Here you work with so many scan points and so many touch points, that you have a constant follow-up."
"The look comes into play again here. That premium piece of your webshop puts you in extra focus by choosing the right partner."
BME: "Where do you stand on 3PL partners and BME?"
Mark: "3PL-ers are a real added value. They are the bridge to your customer and therefore provide a value add. This is certainly the case with BME. BME offers a customized service to the customer and looks for the most optimal transport solution for that customer. It is super important that there is a match, though. You have to be on the same page."
"We are now at that level where we have grown from a client-provider relationship to a partnership. A real friendship has also developed between us. We know perfectly well what we have in common. If there is a difficult challenge somewhere, we call each other and look for a solution. Those are the things that make for a real bond of trust."
