— blending the mix

Archive
December, 2011 Monthly archive

Along with many of you, we’ve seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them. It was just very disappointing.

However, from the customer’s perspective, I am pleased to let you know that the matter has been resolved in a very positive way.  We have met with the customer face to face and they already have a  replacement monitor at no cost to them.  They have accepted our apology and say they are fully satisfied with what we’ve done in response to this unacceptable delivery.  They’ve made it clear, though, that they prefer not to be identified in any way, and in this case as always with customers, we fully respect their privacy.

I know you recognize that this absolutely does NOT represent the professionalism and dedication of the 290,000 FedEx team members worldwide. It is one person and one package. While many people are publicly speculating about what will happen to the employee, FedEx takes care to protect team members’ privacy as well as our customers’ privacy.  We do take this matter extremely seriously, and have initiated action in accord with our disciplinary policy, while respecting privacy concerns. Without going into detail, I can assure you that this courier is not delivering customer packages while we are going through this process.

This matter is an unfortunate exception to the outstanding service FedEx team members deliver every single day.  Our customers know and value that service. We have been doing this almost 40 years, and if we weren’t doing it right, we wouldn’t have gained the widespread respect we have enjoyed.  As a matter of fact, we have a very simple motto we try to live by – the Purple Promise: “I will make every FedEx experience outstanding.”  

While this delivery fell way short of those high standards, we are already using it as a learning opportunity. We’ve shared this video internally to remind everyone that every single package is important to you, our customers, and that actions like this are totally unacceptable. We are also going to build this into our training programs as a constant reminder of the importance of earning — and keeping — your trust with every single delivery.  We hope that you, like the customer involved in this incident, will see it as an unfortunate exception that proves the rule that our company cares for its customers.

Matthew Thornton III
Senior Vice President
US Operations
FedEx Express

The company that doesn’t fall on its sword in this day and age is not long for this world.

Sorry, whilst not the hardest word, should be a lot easier to say – as FedEx prove.

Posted via email from paulfabretti’s posterous

Read More

The latest news from the around the web:

Read More
Read More
Media_httpwwwlansonsc_djecb

Handy breakdown of uk social media users. In ominous Facebook blue but covers the whole spectrum nicely.

Posted via email from paulfabretti’s posterous

Read More
Read More
Read More

A detailed analysis of a perfect blogger pitch

by Chris Abraham on December 3, 2011 · 0 comments

Quite nice little explanation of what is probably the trickiest thing of practices – blogger outreach!

Posted via email from paulfabretti’s posterous

Read More
Media_https3amazonaws_qkfwz

Check out our improvements to Klout Topics! You can add your own topics and earn sashes for being a topical influencer.

Posted via email from paulfabretti’s posterous

Read More

In what could either be the worst case of getting caught out sharing secrets with people you haven’t known long enough to trust, or of schoolboy-level boasting (which will probably be what it’s positioned as), Bell Pottinger is in some serious deep water.

The front page of today’s Independent shows executives from the lobbying and PR agency telling agents from the Bureau of Investigative Journalism (posing as members of the fake Azimov Group, with interests in the Uzbekistan Government), about its access to the heart of British politics.

An industry biting the hand that feeds it?

Posted via email from paulfabretti’s posterous

Read More
Media_httpwwwallfaceb_rcdda

So, anyone who is in this space will know Gowalla was recently acquired by Facebook and I can’t help but think that this is SQUAURELY to its change of strategy from being a simple check-in tool to a story-telling one. About 2 months ago, Gowalla started asking you to create your story and, when you open the app, you will begin to see locality-related stories, providing context to the area you are in. The deals they are rumoured to have struck up with Disney for example, are effectively a hybrid of branded “recommendations” and user-generated activities.

Now, with Facebook’s stories not really taking off and Facebook continuing to develop its places offer…i think Gowalla offers the perfect blend of commercialism whilst still providing core check-in capabilities.

Posted via email from paulfabretti’s posterous

Read More