DHL names EVP for Customer Experience Initiative
DHL, the world’s leading express delivery and logistics company, today announced the appointment of Hans Hickler, the company’s Executive Vice President of Business Strategy and Implementation, to lead DHL’s new Customer Experience Initiative, which is focused on ensuring a superior customer experience across all touch points.
Hickler will lead a dedicated executive team within the areas of customer care and contact and e-commerce services to evaluate and drive improvement to each customer touch point and all processes that impact the DHL customer experience.
The DHL Customer Experience Initiative is a part of the company’s larger Customer Service Campaign, announced on September 12th. “Providing a superior customer experience begins with the commitment from everyone at DHL, from couriers to customer service representatives to senior executives, to deliver on the company’s promise of a superior customer service experience at every point of contact,” said John Mullen, Joint CEO of DHL Express. “The establishment of a dedicated executive team and Hans’ enduring focus on customer needs and extensive background in management and technology related to the customer experience, makes us confident that our customer experience will be second to none in the shipping and logistics industry.”
Before joining DHL in May 2005, Hickler spent more than two decades in the transportation industry with the NOL Group and its subsidiaries APL and APL Logistics. During his tenure with APL, Hickler held positions of progressing responsibility, including Senior Vice President of Information Strategy and Customer Support, Chief Information Officer of the NOL Group, and Chief Executive Officer of APL Logistics. As Executive Vice President of Strategy and Business Implementation for DHL, Hickler is responsible for the development and implementation of DHL’s U.S. business strategy in addition to overseeing the company’s real estate and procurement functions. He serves as a member of the DHL US Management Board, reporting directly to John Mullen.
“The DHL Customer Experience team is dedicated to assuring that our company is positioned to deliver the best possible customer experience for every DHL customer,” said Hickler. “We will go above and beyond to make sure that DHL employees, from managers to couriers to call center reps, are delivering on the promise of a superior customer experience in every interaction they have.”
About DHL
At DHL, Customer Service is back in shipping. Our mission is to provide the most flexible, personable and enjoyable experience in the shipping industry for our customers.
With annual revenues over $32 billion in 2004, DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customized solutions from a single source.
DHL offers expertise in express, air and ocean freight, overland transport and logistics solutions, combined with worldwide coverage and an in-depth understanding of local markets. Over 170,000 employees are dedicated to providing fast and reliable services that exceed customers’ expectations. Founded in San Francisco in 1969, DHL’s international network links more than 220 countries and territories worldwide. For more information on DHL, please visit www.dhl.com.
