DHL expects higher consumer spending in Asia
DHL Express is expecting Asian consumers to increase spending from $4.3 trillion in 2008 to $32 trillion a year by 2030. Roger Crook, incoming chief executive of DHL Express Asia Pacific, Eastern Europe, Middle East and Africa, said this expectation accounted for 43% of consumer spending globally.
Speaking about the investment in the region, Crook said the company was investing very heavily in customer service.
“We have customer service units in each country, so we believe in localised customer service.
“For the next two to three years, we plan to look further to invest more in technology, vehicles and services,” he said during a press conference.
The company’s performance in Malaysia for this year has been growing above market rate and therefore it expects its market share to increase, Crook said.
He said DHL also employed a Key Performance Index (KPI) to further enhance its customer service as its key differentiator in the business.
The company today revealed the findings of a study on consumer behaviour and customer service.
The study, undertaken by the Economist Intelligence Unit (EIU) was entitled “Greater expectations: Keeping pace with customer service demands in Asia Pacific”.
The research explored expectations of consumers across the region. It offers insights that companies can use as they compete in the vibrant and growing market.
