Execs In The Know- A Global Network of Customer Experience Professionals

The FedEx Purple Promise

Coming home from any Customer Response Summit (CRS) event, there are always many amazing moments to reflect on. This past CRS was no different and I came home filled with inspiring stories, great ideas and new connections. However, this event left us with a moment that we did not expect.

At Execs In The Know much of the show, the content, and direction, is planned by me and my team. We know what is going to happen and I am always excited to see the reactions of our community members.  However, at this particular event in Chicago, Chad and I were the ones left surprised, humbled and grateful.

For the second year in a row we have had the privilege of being part of an employee recognition program – the FedEx Purple Promise Award. Ginna Sauerwein, who sits on our Execs In The Know Corporate Advisory Board, wanted to add the opportunity for the winners to be able to attend CRS as an additional benefit to winning the award, to gain exposure to thought leadership learnings, network and have some fun along the way. We loved the idea of having her team with us and to help celebrate the drive and passion for customer service that these leaders were being recognized for. It embodies everything that our conference is about.

This year, as we were getting ready to recognize her team, Ginna called Chad and I on stage and awarded us The Purple Promise. To those of you who know Chad and I, we are not usually short on words and she left us absolutely speechless (literally) – there were no words, just impending tears. You see, I knew exactly what this meant. Not only what kind of leader you needed to be to receive it in FedEx, and the impact that you needed to have made, but also that this was not an award typically handed out to a non-FedEx employee.

Each FedEx company manages its own FedEx Services Purple Promise Quality Award (PPQA) Program and has a process for selecting winners. For a team to be nominated in FedEx Services, the project must have:

– Alignment with strategic objectives

– Used QDM principles, tools, and followed the ABLE process (Access, Build, Launch, Evaluate). There are key steps and deliverables that must be met for each ABLE phase.

– Achievement of measurable results based on any of the following:

  • – Improved customer satisfaction
  • – Improved product and/or service quality
  • – Reduced process defects
  • – Improved process efficiency, waste elimination, or reduced variation
  • – Demonstrated team engagement

– Results that are sustainable and repeatable

An amazing honor to say the least. Ginna described why she felt Chad and I should receive this recognition.

“For FedEx, The Purple Promise/Quality Driven Management coin is a symbol of our commitment to continuous improvement and innovation through Quality Driven Management, and our commitment to delivering the Purple Promise every day to ensure continued success in the marketplace. The Purple Promise is, “I will make every FedEx Experience Outstanding”. Recipients of the coin have proven results going above and beyond to provide next-level service, and improvement to the customer experience and/or financial improvements. After working with Chad and Susan over the past 6 years, I have been overwhelmed by the work that they do to empower their customers (brands), to raise the bar for service and the learnings about tools and technology in the marketplace. The networks, knowledge and data they share through their partnership with us have inspired and impacted many brands to elevate their levels of service, and improve the lives of Customers. It is clear to me that the influence they have had on customer experience for so many brands was worthy of receiving this recognition.”

It’s hard to describe what an honor this was. To be recognized by a CX industry leader like FedEx is beyond measure. We feel blessed to be able to do what we love and help drive an industry that we are extremely passionate about. We are always so inspired by the leaders that we work with. They are committed, driven and engaged and we learn a great deal from them. They are not only driven by their business acumen, but also by their hearts. They care about their people and their communities, and we are proud to call them friends, as well as colleagues. To be recognized by FedEx for helping our industry and driving change is such an honor. Thank you Ginna and the team at FedEx for this incredible recognition.


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