Wanted: Executives Who “Get It”
I read with interest a Business Week Online article (Joan O’C. Hamilton, “Quick, FedEx Me an Executive,” May 17, 1999) that described the companies in Silicon Valley as ranking in the “don’t get it” category when it comes to customer service. However, the author went on to state that this was changing, in part due to the recruitment of FedEx executives to leadership positions. The reason for hiring these people is their experience of working within a culture based on “making customers happy.”
The author describes the executive pool at FedEx as a “gold mine.” Interestingly enough, the article suggests that the recruitment of leadership was not a dramatic problem for FedEx because it had so much talent in place ...
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