What Absolutely, Positively Means
Since its inception in 1973, FedEx has had one goal: to provide 100 percent customer satisfaction. Two things have been consistent since that time. The first is that the goal has never changed. Not once. The second is that the company has never attained its goal. Not once.
This goal is the cornerstone of the company’s success. It is not perfection that places FedEx at the top of its industry but the relentless pursuit of that perfection, which reinforces a desire to be the most reliable company in its industry. That it never gives up the quest for perfection is what separates it from all others. This is a trademark that any company should emulate.
The ongoing quest for “perfect package delivery” has led to the ...
Get The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
