Chapter 6 Cultural Dynamics: What was Going on Here?
Against All Odds
In the 70s, DHL created a new business model which disrupted existing channels for moving urgent documents across the world. As a result, customers had a new set of expectations: fast, secure, reliable, consistent—all of these expectations bundled up into a single all-inclusive price.
It wasn’t easy building this business; there were practical as well as regulatory issues to resolve. Often the customers would be aware and support efforts to overcome logistical and legal barriers. But once a certain level of scale was achieved, many customers also expected that DHL ought to have taken care of any problems before they came up, in the general context of compliance which they were ...