Tag Archives: customer service

FedEx Not Keeping Pace

FedEx took the shipping world by storm about forty years ago, growing to become the defacto shipping leader, unseating UPS and DHL. But, then after thirty years of strong growth they began to lose their mojo. In 2003, in a … Continue reading




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Service Redesign – Lost T-Mobile Smartphone

Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has … Continue reading




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Following the Line to Innovation

OK, it may not really be an innovation, but I appreciated the following operational efficiency anyway: Going to check out of the Hilton New York City, there was a queue in spite of the several available kiosks and multiple employees … Continue reading




Posted in Management, marketing, Strategy | Tagged , , , , , , , | 2 Comments