Tag: UK

International express fuel surcharges drop as oil prices decline

Posted by | Oct 10, 2008 | |

DHL, FedEx, UPS and TNT have significantly reduced their fuel surcharges for international air express shipments around the world this month against a background of a continued sharp fall in oil prices largely driven by the escalating global financial crisis, CEP-Research analysis shows.

Oil prices have declined sharply from a peak of nearly USD 150 a barrel in July to below USD 85 a barrel this week on the various trading exchanges. In September, the integrator’s fuel surcharges were largely stable and did not fully reflect the downward trend. This is because the four leading express carriers calculate their surcharges based on indexes showing the previous month’s oil price level and announce them in advance for the following month, thus resulting in a two-month time lag between prices and surcharge level.

In October, however, surcharges show a clearly recognisable drop around the globe, with the biggest reductions in the USA, significant falls in Asia and moderate reductions in Europe.

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Royal Mail and Vialuna launch dialogue mail

Posted by | Oct 10, 2008 | |

Royal Mail, in partnership with dialog marketing company Vialuna, has launched Dialogue Mail, a customer relationship management solution combining traditional direct mail with digital media.

Royal Mail said that it now offers an integrated solution that will enable brands to have more in-depth and engaging conversations with prospects or existing customers. Dialogue Mail capitalizes on the power of direct mail to drive customers online.

Dialogue Mail is the latest concept in a series of direct mail solutions from Royal Mail designed to help businesses win customers, build loyalty and enhance their brand through the post. The CRM-focused proposition complements Personalized Integrated Media and Sensory Mail, both launched in 2007, to make direct communications more engaging.

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62pct of Europeans will change provider if met with bad customer service

Posted by | Oct 9, 2008 | |

A study commissioned by DHL Express has revealed that the average European consumer spends more than two hours and 33 minutes per week dealing with customer services.
The independent online survey of 6,435 adults in France, Germany, Italy, Poland, Sweden and the United Kingdom, has revealed some consistent expectations amongst European respondents about customer service:
• Lengthy waiting times (86 pct) is cited as top frustration for Europeans dealing with customer service, yet 71 percent of Europeans had to wait up to a week for their problem to be resolved
• 62 percent said they would seek an alternative supplier of the product or service if they received bad customer service, and 66 per cent disliked automated answering services
• Interestingly, more European men say they prefer to deal with customer service operators face-to-face than women (34pct vs. 32 pct). When asked about their preferred method of communication, Britain and France are in agreement, opting to speak to a representative face-to-face (43pct), compared to the rest of Europe who prefer speaking to a representative on the telephone (40pct).
• When asked which industry provides the best customer service, opinions were mixed with banks, retail and hotels all ranking well, amongst others such as telecommunications, utility, restaurants, insurance, healthcare, express delivery and online industries. For instance, banks are rated as the best customer service provider, according to 22 percent of total respondents from Poland, France and Sweden, whereas the Italians and Germans consider retail companies to offer the best service (19pct). A quarter of Britons (24pct) have chosen the hotel industry, while 14 percent of respondents from France infer that hotels, restaurants, and banks provide equally good customer service.

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WH Smith to include DHL as well as Post Offices (UK)

Posted by | Oct 9, 2008 | |

WH Smith, which has already taken on the role of many Crown post offices across the UK is to expand the service with the inclusion of DHL postal points aimed primarily at Ebay users. The first postal point was introduced on Wednesday (8th September), allowing customers to purchase pre-packaged boxes.

According to the Press Association, WH Smith has seen a strong performance at its motorway, airport and station stores with a 15 pct hike in underlying full-year profits.

The group said it expected a “competitive Christmas trading season”, but hoped to buoy business with the roll-out of six more standalone book stores before the end of the year at airports, taking its total to 15.

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Business Post Group pre-close interim statement (UK)

Posted by | Oct 9, 2008 | |

Business Post Group plc issued the following pre-close period trading update for the half-year ended 30 September 2008.

Performance has continued in line with the guidance provided at the Annual General Meeting on 9th July, and in line with the Board’s expectations.

The Group has maintained revenue growth, both during the second quarter and for the half-year in total. Group revenues for the half-year increased by 16.3% on the equivalent period last year.

Parcel revenues showed a satisfactory improvement on last year.

Mail business, UK Mail, achieved good growth, driven by new business wins and further mail volumes from existing customers.

Revenues in Specialist Services for the period were up significantly on last year, with new contracts driving a strong improvement in our Courier business.

Business Post Group plc will report its interim results for the six months ended 30 September 2008 on 19 November 2008.

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