Comments on: Whuffie in Action: the UPS story

By: Alvin Mullins

Alvin Mullins — Thu, 15 Jan 2009 06:25:37 +0000

Having been through holiday heck by UPS…got our packages a week after Christmas, when FedEx & USPS got here on time. I have to wonder if all the Whuffle isn’t who you know.

That seems to be the case here.

By: 25 Signs You’ve Got a Strong SM Consultant or Agency | blending the mix

25 Signs You’ve Got a Strong SM Consultant or Agency | blending the mix — Mon, 05 Jan 2009 19:57:01 +0000

[...] points of note are these and build on Tara’s point about building social capital/whuffie: 17) Helps and guides clients so that they can understand the benefits of social media and [...]

By: scott parsons portfolio · Just another WordPress weblog

scott parsons portfolio · Just another WordPress weblog — Sat, 03 Jan 2009 00:07:47 +0000

[...] rogue tells us the tale of a real life example of whuffie in action, which will lead most to ask what is [...]

By: acidlabs » This Week’s Links on Ma.gnolia

acidlabs » This Week’s Links on Ma.gnolia — Sun, 21 Dec 2008 08:04:44 +0000

[...] Whuffie in Action: the UPS story | ::HorsePigCow:: marketing uncommon [...]

By: Debbie Curtis-Magley

Debbie Curtis-Magley — Fri, 19 Dec 2008 20:07:51 +0000

I thought I should chime in on the conversation. My name is Debbie Curtis-Magley and I work with UPS Public Relations. I apologize for joining the conversation late. At times, our monitoring tools miss conversations about UPS and that’s what happened here.

There were several great points raised in the discussion thread about customer service and UPS. We’ve learned quite a bit from other companies about connecting with customers through online channels, which in turn has sparked conversations at UPS on what we can do. Tony and his team at Zappos serve as a terrific example. It was great to read Tony’s comments about his dinner conversation with Jerry.

For those of you who shared your frustrations about UPS at this blog, I am truly sorry to read about your disappointment. Please know that UPS employees like me do value the trust and business our customers give to our company. I hope you’ll each consider giving us another chance to regain your trust.

By: Defining the Millennial organisation « Enlightened tradition

Defining the Millennial organisation « Enlightened tradition — Thu, 18 Dec 2008 18:45:48 +0000

[...] are changing. This is not just a Generation Y thing — customers of all generations are challenging their suppliers in ways that were impossible to predict just a short time ago. Employee profiles are also changing [...]

By: Pete Prodoehl

Pete Prodoehl — Tue, 16 Dec 2008 11:52:39 +0000

Tara, the link to Max’s site is wrong. It links to http://www.horsepigcow.com/2008/12/10/whuffie-in-action-the-ups-story/www.maxestes.com instead of http://www.maxestes.com/

By: Joel

Joel — Sun, 14 Dec 2008 05:39:27 +0000

What worries me is that those UPS execs haven’t been informed by their own internal marketing team about the impact of the internet and it’s myriad channels on their name. It was (and still is) reactionary customer service – they understood (because of the connection to you) that this singular customer has reach, to execs such as yourself and a wide ranging community of readers + subscribers.

The test, as has been commented elsewhere, is whether or not this shifts from one-off reactionary countermeasures for potentially damaging commentary and to a proactive customer service environment. For that we need a new generation of, or at least mindset in, management that understand the new world of communications as well as the traditional one.

By: John Dodds

John Dodds — Thu, 11 Dec 2008 21:35:00 +0000

I agree entirely with your endorsement of Tony Hsieh – he is entirely approachable, prioritises customer service in a way all companies should and, from my experience Ethan, would I am sure have made the connection for anyone with whom he was in contact.

The question going forward, of course, is how does UPS ensure that all their customers feel they are connected to the same network of influence as you were. Tony’s response above hints at the answer.

By: Charlie Park

Charlie Park — Thu, 11 Dec 2008 21:32:01 +0000

Oh, fine. I thought it would auto-link it. Here's the linked version of that: http://uxsoapbox.blogspot.com/2008/11/ups-worst-customer-experience-of-my.html.