Innovation: It’s a Customer Thing
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Innovation: It’s a Customer Thing
Ask customers what they like about UPS, and they are likely to talk about the drivers, the service and reliability. But behind those satisfied customer comments
is a legacy of innovation that began with them.
“Our customers drive innovation at UPS,” Chairman and CEO Mike Eskew says. “As their trusted broker and partner, we ask those customers to challenge us to find new solutions that we don’t have today. We try to anticipate what they want even before they know it. And we use innovation to find solutions that we didn’t realize even existed.”
Just what have customers asked for?- Customers asked UPS to invest in technology for package tracking
- Customers asked UPS to go national, then global, as their businesses expanded.
- Customers asked UPS to streamline their supply chains so they could benefit from UPS’s extraordinary efficiency
This commitment to customer responsiveness is even in the company’s policy book: “We regularly review our performance against our service standards and customers’ expectations. We encourage individual employees and work groups to aggressively pursue solutions to customer concerns.”
The statistical information included here was current at the time it was published in 2007. To see more recent statistics, visit our pressroom.
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