Case 1 FedEx.docx - Principle of marketing 1311 FedEx...

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Principle of marketing 1311 October 29, 2017 FedEx: making every customer experience outstanding 1) Give examples of needs, wants and demands that FedEx customers demonstrate, differentiating these three concepts. In the beginning of FedEx customers “urgently needed parts to the right places quickly” because during that time there were no overnight shipping businesses 2) Describe FedEx in terms of the value it provides customers. How does FedEx engage customers? FedEx delivers packages efficiently, on time and at a reasonable price. They offer quick and overnight delivery. They have multiple ways for customers to drop off packages (drop off stores, boxes and having a driver pick up) they also offer customers to be able to have deliveries to their store locations and then have customers come and pick it up. 3) Evaluate FedEx’s performance related to customer expectations. What is the outcome of this process? The customer expects their package to not only get there but to get there when the want it. Because of how they have their system set up they can get a package from CA to NY by
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