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FedEx Brand Humanization Case Study: Driver Delivers Holiday Smiles #customerservice

December 16, 2013 by Pam Moore

FedEx for the holidays

I’m going to share a quick story (and case study) with you describing how FedEx made my day. The FedEx team reminded me that there are still good brands and good people in this world who want to do nice things for other human beings, just because. Not because they have to, but because they want to.[read more]


The Big Brand Theory: How FedEx Achieves Social Customer Service Success

May 27, 2013 by Ekaterina Walter

Ginna Sauerwein explains how FedEx uses social media to provide excellent customer service. FedEx integrates across multiple functions to create a seamless customer service experience. They try new technology, like video chat. They turn to their influencers to communicate with their whole customer base. What ideas pioneered by FedEx might be helpful for your business?[read more]

How Does FedEx Grade Out for Their Handling of Their Recent Delivery Driver Debacle

December 23, 2011 by Steve Olenski

How a brand handles a crisis is of course very important. The recent FedEx delivery driver debacle once again brought to light the need for proper crisis management. A nationally-renowned expert of crisis management weighs in.[read more]

10 PR Lessons UPS Has Learned from the Fedex “Brown Bailout” Campaign

September 8, 2009 by Dan Greenfield

Using social media to address a PR crisis was the focus of the September Luncheon of the Georgia Chapter of the PRSA - which I attended last Thursday, courtesy of Steve Robinson of Business Wire. Lynnette McIntire, manager, UPS Public Relations and Debbie Curtis-Magley, manager, UPS Public Relations discussed their response to...[read more]