FedEx

Innovation and Customer Pain Points

by: Dominic Basulto

With all the gloom and doom surrounding the economy these days, it seems like the consumer-facing companies that are going to do well during an economic downturn are those that actively address customer "pain points." Over the past two weeks, both Amazon.com and FedEx have shown that they are attuned to customer needs with new moves designed to alleviate two big customer pain points.

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Co-creation 2: Real-time Self-service

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