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

Tag Archives: FedEx

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.

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Meet The Board – Ginna Sauerwein – The Power of Perspective

FAMILY
Ginna and her family.

 

The following is the first in our “Meet The Board” series. We hope you’ll enjoy getting the chance to know our EITK Advisory Board members a bit better over the coming months! 

Get to Know: Ginna Sauerwein, Managing Director, FedEx Services

My name is Ginna Sauerwein. My first name is pronounced like a bottle of “Gin” and then add “na”. My last name is pronounced like “Sour Wine”. I wanted to get that out of the way first because it is a constant opportunity! Thirty-two years ago, after working for good companies like J. C. Penney, Miller Brewery, and Delta Airlines, I was lucky enough to be hired by a young company named Federal Express – now grown up and called FedEx. I’ve worked in numerous capacities for FedEx over the years, and since 1993, I’ve served as a Managing Director in Customer Services. Based in Dallas, Texas, I oversee customer contact employees who provide multilingual customer information services for FedEx Express, FedEx Ground, FedEx Freight, and FedEx Office. As a key member of the FedEx leadership team, I manage employees in customer contact centers and reps working remotely from home. I’m responsible for defining Premier Programs and implementing new customer contact channels including social media, chat, video-chat, and technical services support for fedex.com.

I believe customer experience is defined by every interaction. I think each interaction must end with a thoroughly delighted customer to ensure they will conduct business with FedEx again and again. My goal is to make it as easy as possible for the customer to interact with FedEx and to provide solutions that exceed their expectations.

My role on the Advisory Board is important to me and is best described by a two-part short story that began in 2000 and spanned two countries.

Part 1:  While living and working in Guadalajara, Mexico, I accompanied the FedEx couriers to an area of town that had lean-to houses made of cardboard and pallets, no running water or plumbing, and dirty, dusty roads. We were there to deliver toys and food we had collected for a Christmas Charity. My husband and four children went with us and we all passed out presents to the very thankful crowd. Later that year, my direct survey scores were 10 points higher than any Managing Director had ever received in Mexico. My curious boss asked how? What did I do?  Continue reading

Key takeaways from Customer Response Summit Toronto

Customer Experience professionals from top brands like Sport Chek, Samsung, FedEx, Chrysler, GM, and Chapters Indigo met last week at the Execs in the Know Customer Response Summit in Toronto, Ontario. The Summit took place June 16-18th at the Hyatt Regency Toronto. Keep reading for more takeaways!

by Execs in the Know

Pioneers Shaping a New Era of Customer Experience

Guest blog post by Brad Cleveland, founding partner and current Senior Advisor of ICMI.

HMS Agamemnon
Depiction of the H.M.S. Agamemnon, running cable in the Atlantic. Artist: Robert Dudley, 1866

A century and a half ago, the crew of the HMS Agamemnon pulled off what many thought was impossible. After enduring a year of storms and sickness, they finished installing the first transatlantic telegraph cable between the British Isles and North America. (Just imagine the coils of cable that filled the ship—1250 tons worth.) Queen Victoria sent the first message though the line in 1858. Unfortunately, the cable’s insulation failed several days later, and it never worked again—a heartbreaking, bitter end to an immense undertaking. The project, though viewed as a failure at the time, helped create an enduring vision of a more connected world.

Today, high capacity fiber optic cables crisscross oceans and continents, and satellites and wireless services reach the most remote parts of the globe. These networks, along with the most recent developments that have redefined how information is represented and stored (think mobile, social, cloud) have become powerful forces of change.

It’s in this context that customer interaction is changing so rapidly. And a new generation of pioneers are reinventing customer experience. I’d like for you to meet a few of them (shown here in San Diego at the Customer Response Summit, an event produced by Execs in the Know).

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