Week 1 Case Assignment PDF

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Running head: CASE ASSIGNMENT

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FedEx: Making Every Customer Experience Outstanding Diana Duranones Rey Keiser University MAR1011: Introduction to Marketing August 4, 2020

CASE ASSIGNMENT

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FedEx: Making Every Customer Experience Outstanding 1. Give examples of needs, wants, and demands that FedEx customers demonstrate, differentiating these three concepts. One example of needs that FedEx customer demonstrated was that “companies had difficulty getting urgently needed parts to the right places quickly” (Armstrong & Kotler, 2017). One example of want that FedEx customer demonstrated was the wish to have urgently required goods, services and materials that were required for very short notices. One example of demand that FedEx customer demonstrated was the request for tracking packages which allow the company to move the packages in such a short time. 2. Describe FedEx in terms of the value it provides customers. How does FedEx engage customers? FedEx value the customer by developing a customer-centric culture which “requires that a company be flexible and dynamic, modifying its strategies and tactics to fit consumer trends” (Armstrong & Kotler, 2017). FedEx engage with customers through social media “it engages them and helps solve their problems” (Armstrong & Kotler, 2017). 3. Evaluate FedEx’s performance relative to customer expectations. What is the outcome of this process? In the article we can see the inconveniences and mishandling of packages from FedEx employees. FedEx to handle these situations keep its customer-centric culture. The company is recognized for delivering excellent services to its customer by satisfying customers’ wants and needs.

CASE ASSIGNMENT

4. Which of the five marketing management orientations best applies to FedEx? The best management orientation that best applies to FedEx is the marketing concept because of its customer-centric culture.

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References Armstrong, G., & Kotler, P. (2017). Marketing: An introduction. Boston: Pearson....