Authentic Intelligence

“The success or failure of DHL Express is not dependent solely on me or the members of the senior management team. A company is only as good as its people. If you want to get a public pulse, go and talk to the people who deal with the customers -- the frontliners, the couriers. If they see that you are sincere and are really concerned with what they have to say, they will tell you a lot of things you otherwise would not know.”

(John Mullen, CEO of DHL Express, in “Delivering on the promise.” by Natasha Nicholson. Communication World: May/Jun 2008. Vol. 25, Iss. 3; pg. 16)