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Getting to Know Your Customers: A Key to Staying Relevant
woman using laptop

In business, we often THINK we are all about the customer, but many of us are really missing the mark.

Though I hope you don’t wait for a national holiday to know the ins and outs of your customers, I DO hope that you’ll take this opportunity to really get to know your customer.

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Video: E-commerce Trends

On Wednesday, UPS Customer Solutions president Jim Coughlan spoke to attendees of the Supply Chain in Action executive forum taking place near Phoenix. The participants were corporate logistics managers from Fortune 1000 companies, as well as academicians and students from universities with logistics programs.

Jim took part in a conversation with other business leaders addressing a range of topics from supply chain practices and trends to how online commerce impacts the global economy. According to comScore, U.S. retail e-commerce spending reached a record $161 billion in 2011.  And Goldman Sachs forecasts e-commerce to be nearly $1 trillion by the end of next year. Before he left, I asked Jim for his thoughts about e-commerce.

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About Sherial Cubit

Since 2005, I've helped to deliver various aspects of the UPS online experience, primarily by writing content, working with agencies to develop microsites, and producing videos for our websites. Outside of work, I enjoy making jewelry, serving in parish ministries, and developing my multilingual skills. I also consume a potentially unhealthy amount of music, social media, and college football--rooting faithfully for my alma mater, the University of Texas. Hook ‘em!
‘Tis the Season to Deliver: UPSers Share their Most Memorable Customer Experiences
UPS delivery

Whether smack dab in the middle of the holiday season, Memorial Day weekend or any ordinary day during the year, UPS employees realize how the little things — perfectly executed — can have a huge impact.

All UPSers are directly responsible for the success of our deliveries and the satisfaction of our customers. Recently, we asked them about some of their most memorable customer experiences.

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A Boo-Tiful friendship: UPS helps small biz make a scary impact on Halloween

The leaves are changing and the weather is cooler which could only mean one thing, Halloween is here. It’s the time of year when children and adults dress up as their favorite superhero, movie character, politician or the latest celebrity in the news. This year, “The Charlie” (as in Sheen) is one of the most popular – Winning!  My 11-year-old son will dress as the Green Lantern and my 5-year-old daughter as Hello Kitty.  

Americans aren’t scared to spend despite the hard economic times. According to National Retail Federation’s Halloween Trends and Spending 2011 survey the average person will spend about $75 on Halloween related items. This year consumer spending is expected to reach an all-time high at $6.9 billion.

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An Invitation from UPS: Join the Conversation at Compass Online

It’s no surprise the emergence of the company blog has been a breath of fresh air. And not just for customers, but also for UPS staff, who have jumped on the opportunity to communicate with customers in a less formal setting.

The recent relaunch of another UPS website, Compass Online, which offers UPS product news and business insights, aimed particularly at ambitious small- and mid-sized customers, now goes a step further. Compass has now put its highly valued visitors in the driver’s seat and invites them to drive the truck.

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UPS in the Game

UPS is now the official package delivery and logistics sponsor of the Southeastern Conference and SEC events. I had a chance to talk with Doug Gibeaut, director of sponsorships and events at UPS.

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UPS Founders’ Day … Celebrating 103 Years of Promises

Jim Casey and Claude Ryan in 123 Marion St officeIn 1907, Jim Casey and Claude Ryan started American Messenger Company in a Seattle, Wash., basement office space. The two young entrepreneurs and their employees delivered messages to people throughout the day and night.  Early on, the company strived to distinguish itself through customer service and team work.

That company eventually became UPS. On August 28, UPSers around the world celebrate Founders’ Day to remember what we have accomplished and what we have still to achieve. UPS has survived 21 recessions, a great depression, world wars and natural disasters. Our goal has never been to simply endure these challenging times, but to learn from the lessons of adversity and to thrive. For all that we have accomplished, we owe our success to the trust of our customers and the dedication of our employees.

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Welcome to the upside!

This corporate blog is meant to be your window into UPS, an opportunity to meet a lot of people in addition to the individual drivers who deliver your packages.  Standing behind those front-line drivers are thousands of enthusiastic UPSers who strive to serve their customers and communities, working together across time zones and more than 200 countries and territories. Read More »