Denny's Zinger: FedEx's CRM (Customer Relationship Magic)
Since 1939, Di Bruno Bros. has been a Mecca for Philadelphia foodies craving great cheeses, olives, condiments, deli meats, prepared foods and kitchen tchotchkes.
With family coming for Christmas—folks who have pretty much everything—I decided to get them a gift box from Di Bruno delivered to my house. I settled on a gift box and emailed the order.
[See the first image in the media player.]
Back came the order confirmation and FedEx tracking number.
The next day I clicked on the tracking number. My order and hour-by-hour travels of the shipment popped up instantly. [See the second image.]
What a time saver!
Leaving the USPS to Eat FedEx's Dust
I usually send parcels via USPS.
Cart the package to the Post Office, wait in a long line and get a printed receipt with a tracking number.
To find your package, you must go to the USPS website and laboriously type in 20 digits to see the progress.
Dealing with the USPS is old-fashioned tedium.
Takeaway to Consider
- If the USPS wants to compete with online convenience, I should be able to give the postal clerk my email address, whereupon the receipt and tracking number would automatically show up in my inbox, just like FedEx.
- To survive in the 21st century, it is imperative to continually monitor your competition and come up with ways to at least match the service and—if possible—best it.
Denny Hatch's new book is Write Everything Right!
***** Five Stars Write Everything Right! is a great resource for anyone who uses writing in their lives because he talks about all forms of writing from emails to articles and memos. The goal is for everyone to write in a way that makes it easier for the reader to read it than to ignore it. —Robin Perron
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