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UPS is the world’s largest transportation organization, with over 400,000 employees and more than eight million customers.
UPS’ objective is to improve its processes and all the customer touch points—how the customer feels it and sees it, compared to what it is from an internal perspective.
This video illustrates how UPS has engrained the customer experience attitude through employee engagement and aligning business and functional goals. It outlines how customer satisfaction reporting received from new processes and support for its business units has led to its success.
August 22, 2013
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