FedEx is looking to both operational and relationship touch points to drive customer loyalty.
Operational touch points like phone conversations, online interactions at FedEx.com and driver pickups are important, said Mark Colombo, vice president of strategic marketing and corporate strategy.
But relationship touch points are equally vital, if not more so. As an example, he cited that many people don’t want any contact with the company other than their driver who picks up and drops off packages.
Network
