Federal Express

Who Are the Best of the Best? (1,161 words)
November 1, 2000

Customer service can make or break a company. What's the old saying, "Once bitten, twice shy"? Many customers simply won't give you a second chance if you screw up an order or don't treat them right in the first place. Provide them with the tender loving care they think they deserve, or they'll simply take their business elsewhere. That's the bad news. The good news is that the reverse is also true in many cases. Treat your customers well, and you'll have their business for life. So what does it mean to take good care of customers in the high-tech high-touch environment

Navigating Global Waters West Marine's Spreads Its Risk by Ex
February 1, 1999

By Lisa Yorgey You're sailing in the Pacific when you lose your anchor. What do you do? Pull out your laptop and e-mail an order for a new anchor from the West Marine catalog, requesting the product be delivered to the marina in Fiji in 10 days time. Sound like a logistical nightmare? Not for West Marine, a boating equipment cataloger based in Watsonville, CA. In fact, this scenario is not entirely unusual, according to Chris Flannery, director of international marketing for West Marine's catalog division. And while the cataloger is able to accommodate most of these requests, if it misses the customer

1998 Direct Marketer of the Year - Jay Walker
December 1, 1998

by Denny Hatch Never heard of Jay Walker? He has crammed several lifetimes of direct marketing successes and bombs into his 43 years. Among his successes: • The first use of videocassettes in a direct mail offer. • Marrying overnight Federal Express delivery to the catalog industry, thus creating a hugely profitable new selling season (last minute holiday gifts). • Revolutionizing magazine subscription sales with mega-success, NewSub Services. • In just six months, making his priceline.com the second most recognized Internet brand among American adults. I first met Jay Walker in 1986 when he was a storm off the coast of American Business—a tropical