What a great hack. I love how small things like this can really influence consumer behaviour.
When one of your senior executives has to quickly produce an apology video, your brand is in real danger.
Along with many of you, we’ve seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them. It was just very disappointing.
As an aside, if your name includes “III” or “the third”, you may come across a little pretentious when you speak to the masses.
This video, which appeared shortly before Christmas, is Fedex’s response to this video, which shows a Fedex driver throwing a box over a short fence, apparently while the recipient was home.
But that last video has nothing on this video of another misbehaving Fedex driver:
It’s probably time for Fedex to give some serious thought about how they can start delivering a better customer experience. A brand that doesn’t really understand how important it is to deliver that experience is a doomed one, especially with the voice that today’s consumers have.
This is the manual for brand identity projects. Not only is it widely acclaimed in the industry’s leading magazines like Communication Arts, but I’ve also seen concepts from this book adapted to the processes of many leading design agencies. Anyone doing branding work should be using this book.