DHL Initiative of sustainability innovative to customer equity perceived brand image

1. E-Commerce & Sustainability Symposium | Singapore | November 2014 1
Bonn, 12 December 2012
E-Commerce & Sustainability Symposium, Singapore, November 2014
DHL eCommerce Asia Pacific
The eCommerce experience beyond placing an order

2. E-Commerce & Sustainability Symposium | Singapore | November 2014 2
• We do business in more than 220
countries and territories
• We employ about 480,000 employees
worldwide, making us one of the top 10
largest employers in the world
• We manage more than 1 million
customer contacts per hour
• In 2013, DHL generated revenues of
more than 55 billion Euros
DHL is the world’s largest logistics company,
with global reach and a broad range of products

3. E-Commerce & Sustainability Symposium | Singapore | November 2014 3
Grow.
… to achieve sustainable
above-market growth.
We expand in new
segments …
1
2
3
Leader in eCommerce
related logistics
Accelerate footprint
shift towards
emerging markets
Tap new market
opportunities for
organic expansion
Connect.
… to achieve quality leader-
ship & service excellence.
We connect across the
organization …
1
2
3
One global team
Certified specialists for
everything we do
Connected approach in
operations, commercial,
green solutions and
shared services
… to achieve industry-
leading margins.
1
2
3
Logistics as our core
Committed to the needs
of our stakeholders &
our planet
A family of divisions
Focus.
We focus on what has made
us successful …
DHL recently launched a new strategy focusing on
eCommerce in emerging markets

4. E-Commerce & Sustainability Symposium | Singapore | November 2014 4
Four strong business units to address every
business requirement in the logistics industry
Provides logistical
solutions for the
eCommerce industry
Focuses on time
definite transportation
requirements
Specializes in
development and
delivery of end to end
supply chain solutions
Provides customers
forwarding, brokerage
services across Air and
Ocean mode.
VN
ID
TH
MY
PH
SG
RU
AU
JP
KR
IN
CN
NZ
DHL ExpressDHL eCommerce
DHL Supply Chain DHL Global Forwarding
Asia Pacific presence
MO
PK
BD PNG
SL

5. E-Commerce & Sustainability Symposium | Singapore | November 2014 5
Asia Pacific will be the world’s growth engine with a
vast population and a booming eCommerce market
Population
CAGR (2012-2020) Comments
Source: Euromonitor, UBS: Asian eCommerce study, 13 June 2014, McKinsey New Market Entry Project
GDP PPP per
head
Consumer
spend as of
GDP
eCommerce
share of total
retail
eCommerce
market
+ 1%
+ 5%
+ 6%
+ 10%
+ 22%
• By 2020 ~2/3 of the
world’s population will
live in APAC
• GDP per head shows
strong growth rates
from a relatively low
base
• Substitution from
offline to online retail
can be observed
across all markets
• Overall eCommerce
industry is growing
strongly

6. E-Commerce & Sustainability Symposium | Singapore | November 2014 77
Across Asia Pacific the ratio of parcels per captia
is expected to grow strongly going forward
2014
Parcels per capita
2020
Parcels per capitaGrowth drivers
Further
development of
recipient services
Cross-border orders
of products, which
are not available
locally
New goods and
product categories, e.g.
groceries and furniture
Source: Euromonitor, McKinsey New Market Entry Project
SEA 0,2
IN 0,3
NZ 1,5
CN 1,9
AU 2,2
JP 3,2
HK 3,4
KR 4,3
TW 6,6
SEA 0,6
IN 0,5
NZ 1,5 1,0
CN 1,9 4,4
AU 2,2 3,1
JP 3,2 1,8
HK 3,4 1,9
KR 4,3 2,7
TW 6,6 4,3

7. E-Commerce & Sustainability Symposium | Singapore | November 2014 8
Consumer convenience is gradually increasing as
more first and last mile options become available
Consumer Convenience
Please pick up your parcel at
the local post branch.
Opening hours:
Mo – Fri 9am – 12pm
2pm - 4pm
Sat 9am - 12pm
Yesterday
Parcel Locker
Post Office Pick-Up /
Service Points
Express
Doorstep Delivery
Today
Same Day
Delivery
Click and
Collect
Parcel Locker
Express/Time
Window Delivery
Post Office Pick-
Up/Service Points
Dynamic Routing
Doorstep
Delivery
Express
Tomorrow
Drones
B

8. E-Commerce & Sustainability Symposium | Singapore | November 2014 9
Parcel lockers
Standard greeting,
appearance & attitude
management, “Delivery
by DHL”
Service point network
Receiving a parcel needs to feel very different for
consumers going forward
Email/SMS, package
divergence, alerts /
confirmations,
NPS survey
Dense network of
alternative delivery
points close
to customer
Selective parcel
locker options in high
traffic locations
Interactive Delivery Doorstep performance
Standard greeting,
Appearance, Attitude &
Attentiveness
B

9. E-Commerce & Sustainability Symposium | Singapore | November 2014 10
Thank You for
Your Attention