Case Study number one - Fed Ex Business PDF

Preview

Summary

This entails all the information about the Fed Ex case study - hope it is helpful to all - talks about all the business aspects...

Description

Case Study #1 1) Give examples of needs, wants, and demands that FedEx customers demonstrate, differentiating these three concepts. In this week’s case study, it is evident that FedEx prides itself on the notion of putting the needs, wants, and demands of their customers first. Specifically, the company was built upon “the foundation of obsessive customer focus”. In many instances customers select FedEx because they absolutely need a document, part or product delivered reliably overnight. The company’s commitment to meeting this need is the key point of its slogan “When it absolutely, positively has to be there overnight”. Since FedEx can become a key partner for many businesses, its customers want the product to be priced competitively and otherwise be affordable. Finally, customers demand information, tracking information and other updates, to provide assurance that their need for timely delivery is being met. Interestingly enough, FedEx was the first shipping company to provide its customers with real-time information as their package moves through the system.

There are many needs, wants and demands that the customer customers of FedEx demonstrate throughout the case study. The customers need to feel like they are being served in a

manner that makes the feel important and special. They need to feel like they aren't just a number and are actually an important client of the company. The customers want to know that if they need something quickly FedEx will get it to them as soon as possible. They want to know no matter how short the notice FedEx will have

their back. The customers of FedEx demand to know that they will be provided with all the technology necessary to track their packages and keep tabs on where their items are no matter what time of day it is. All these things go hand in hand with FedEx's mantra that they are the people to contact if you

need something quickly and There are many needs, wants and demands that the customer customers of FedEx demonstrate throughout the case study. The customers need to feel like they are being served in a manner that makes the feel important and special. They need to feel

like they aren't just a number and are actually an important client of the company. The customers want to know that if they need something quickly FedEx will get it to them as soon as possible. They want to know no matter how short the notice FedEx will have their back. The customers of FedEx demand to

know that they will be provided with all the technology necessary to track their packages and keep tabs on where their items are no matter what time of day it is. All these things go hand in hand with FedEx's mantra that they are the people to contact if you need something quickly and There are many needs, wants and demands that

the customer customers of FedEx demonstrate throughout the case study. The customers need to feel like they are being served in a manner that makes the feel important and special. They need to feel like they aren't just a number and are actually an important client of the

company. The customers want to know that if they need something quickly FedEx will get it to them as soon as possible. They want to know no matter how short the notice FedEx will have their back. The customers of FedEx demand to know that they will be provided with all the technology necessary to track their packages and

keep tabs on where their items are no matter what time of day it is. All these things go hand in hand with FedEx's mantra that they are the people to contact if you need something quickly and 2) Describe FedEx in terms of the value it provides customers. How does FedEx engage customers? FedEx is responsible for delivering over 11 million packages per day around the world. Whether it’s by motor vehicle or airplane it is critical for the company to be efficient in the delivery process all while maintaining the goal of making its customers their number one priority. The company will go to leaps and bounds to put their customers on a pedestal, always having the flexibility to make the necessary changes to reflect consumer trends. The company has gone to great lengths to make sure packages are delivered to the correct locations. For example, they have increased the number of drop off locations and also developed a system where employees will place packages in “five presort windows”. This small but effective organizational approach adds to the sense of guarantee that the consumers items will arrive appropriately. Also, FedEx is constantly adapting to the current trends of social media. The company not only uses media platforms to promote its services, but also heavily engages with customers regarding comments and concerns. The case study told an interesting story about a woman who resides in an area with extreme weather conditions. The woman happens to run her business from home, she reached out to the support team and was still able to receive her items within three days despite the

terrible weather. This story illustrates the level of customer support FedEx employs and that each and every client is important to the company. 3) Evaluate FedEx’s performance relative to customer expectations. What is the outcome of this process? There is a reason why FedEx is continuously ranked in the top ten on Fortunes list of “World’s Most Admired Companies” after fifty years of operation. The company clearly puts one value above all and that is to “make every FedEx experience outstanding”. I believe this says a lot about a company. To truly make every customer feel special and for the customers to have constant faith in sending or receiving packages on a timely manner. These values show a high level of diligence on the company’s part. FedEx has also developed ways of keeping their clients updated throughout the experience. This is by allowing consumers to track and receive notices of its packages in real time. Altogether, the company’s long-term dependability and satisfaction has enabled them to have a reputable name in the industry. This allows for a large cliental of supporters, entices new customers because of their excellent reputation, and ultimately results in increased profit. 4) Which of the five marketing management orientations best applies to FedEx? I believe the marketing concept best applies to FedEx. The strategy that the company’s marketing team employs is always putting the customer above all. This means that FedEx works hard to understand the wants and needs of its cliental and to evolve in order to meet them. Ultimately, this is an effective approach because the company focuses on the consumer rather than just thinking of itself as a business that moves packages around. By contributing so much time and effort to show customers that they truly care, this proves to be a clever marketing approach as people will be drawn to doing business with FedEx and stay loyal to the company. 5) With increased competition today, how can FedEx continue to be competitive? Since Amazon is probably the greatest threat to FedEx because of their economies of scale and their growing distribution capability, FedEx could focus on marketing to companies that view Amazon as a competitor. For example, my mother enjoys using Poshmark as a way of buying and selling products. FedEx provides a complete shipping solution to make it easy for my mother to ship or return products. Poshmark benefits from low-cost shipping and convenience for its customers, which makes my mother loyal. The symbiotic relationship between Poshmark and FedEx benefits both companies. This is a way for FedEx to insulate itself from competition. In the long-term, by partnering with its customers FedEx can protect its profit margins and revenue....