TNT is the market leader in the provision of business-to-business (B2B) express delivery services. It delivers documents, parcels and freight securely between businesses, using road or air transport.
TNT was founded in Australia in 1946 by Ken Thomas with a single truck. Today, TNT is a global business, delivering up to 150 million items per year. It employs over 10,000 people across the UK and Ireland.
TNT has focusing its core strategy on delivering a quality customer experience. It has developed a two-year programme to implement and communicate its Customer Promise to employees and customers.
Case studies in Business Case Studies
Edition 17 Delivering a superior customer experience
This customer service case study examines how TNT’s Customer Promise reflects its core strategy of customer focus and aligns with its corporate values to influence the organisation’s culture.
Edition 16 Delivering a business strategy
The strategic planning case study explores how TNT delivers its business strategy and achieves consistently high standards of service through its people.