Wednesday, December 21, 2011

Seasons Greetings from Fedex .. and power of viral videos

This morning I was intrigued to see the link to a video clip on Yahoo’s homepage.

 “It was the monitor toss seen 'round the world. FedEx has responded to a viral video that showed one of the company's drivers throwing a (now broken) computer monitor over a fence.”

With online holiday shopping and eCommerce – even in a sluggish economy – crossing allexpectations, the action by an (irate?) Fedex employee could come as a jolt to most of us. Fedex .. and UPS, DHL and other courier firms are the last mile in eCommerce, perhaps providing  the closest “human” face to an otherwise contact free shopping experience. And when an employee - even if it one of several hundreds of thousands of them in the supply chain business – goes rogue; and is caught on tape shamelessly doing so, the video is bound to go viral.

Not surprisingly, Fedex responded with swiftness and issued a statement “The situation has now been resolved to the customer's satisfaction, and we are handling the employee according to our disciplinary policies...While we continue to be surprised about the behavior shown, we know this is an aberration and is not reflective of the outstanding FedEx customer service that makes us proud around the world.”

Score +1 for bloggers and viral media and for speedy customer satisfaction response.  Season’s Greetings!