DHL 2010 Annual Report Download - page 116

• Growing in digital markets We are taking advantage of our expertise in physical com-
munications to o er competent electronic communications.  e internet is already
facilitating customer access to our services, allowing them to calculate and purchase
postage and also locate retail outlets and Packstations online and by mobile telephone.
Since the middle of the year, we have also been o ering our new -Postbrief product,
a secure, con dential and reliable form of electronic communication. To send an
-Postbrief, users pay for the speci c service that they use. For instance, they pay
 . to send a standard electronic or hybrid -Postbrief.  e -Postbrief has the
potential to save companies and public authorities a signi cant portion of their costs
for processing written communication. In addition to evolving the product’s main
features, we shall also develop new user-friendly functions. We plan to continue
participating in the growing internet advertising market. In August, we acquired the
German company nugg.ad , Europe’s largest advertisement targeting platform, and
with it added expertise in the online advertising market.  is acquisition comple-
ments our online platform for local o ers, allesnebenan.de, and our Werbemanager
(advertising manager), an easy-to-use tool for calculating costs and placing adver-
tisements in a variety of media. In October, we also became the  rst parcel delivery
service in Germany to open our own online shop, MeinPaket.de.
 division
As part of our Strategy , we work towards the four objectives comprising our
Focus  initiative:
• Employee motivation Our employees are our main competitive advantage in
retaining current customers and winning new ones. Our Certi ed International
Specialist training initiative ensures that employees are equipped for this
task.  is is an additional step we take to lastingly reinforce our position as market
leader in the international express market. All employees in international ship-
ping, whether couriers or call centre sta , are expected to consider themselves 
ambassadors and place the customer at the centre of their work.
• Service quality We are increasing our focus on promoting customer loyalty through
high service quality in order to di erentiate ourselves from the competition. To this
end, we keep a constant eye on changing customer requirements and adapt our
services accordingly. We are improving our work ows to make us the provider of
choice when it comes to speed, reliability and cost e ciency. At our quality control
centres we track shipments globally and adapt processes dynamically to enable us to
guarantee quick delivery, even in the event of unforeseen circumstances. Reliability
and speed are vital to our position as experts in international shipping.
Glossary, page 
Deutsche Post DHL Annual Report 
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