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FedEx Newsroom

FedEx TechConnect Honored with Voice of the Customer Award

May 17, 2012

MEMPHIS, Tenn., May 16, 2012— FedEx Corp. (NYSE: FDX) announced today that FedEx TechConnect was presented with a “Voice of the Customer Award” at the Customer Response Summit 4, held on May 9-11 in Austin, TX. The conference organizer, “Execs In The Know”, recognizes distinguished organizations that embrace customer excellence through the new and emerging customer channels of engagement (i.e. social media, web 2.0, Digital & Mobile Customer Experience).

“Our goal is straightforward — provide outstanding customer care — no matter which contact channel is used,” said Sheila Harrell, vice president, FedEx TechConnect Customer Service Operations. “From our interactive voice response routing to our digital channels, we are committed to delivering a superior customer experience.”    

The founder of Execs In The Know, Chad McDaniel, states, “FedEx TechConnect embodies the spirit of the Voice of the Customer Award.  The achievements and pro-active measures taken by FedEx to engage and ensure customer service excellence is a leading example for all to follow.”

FedEx has a history of innovation in developing interactive, web-based customer support applications. In 1994, FedEx launched the Internet’s first package tracking capability on www.fedex.com and added email soon after that. By 2010, the interactive channels expanded to include proactive chat on fedex.com. The Blog Response Unit successfully influences customer sentiment toward the positive by engaging authors on Twitter, Facebook and blogs and proactively addressing their concerns. In the majority of cases, comments about FedEx become more positive. FedEx will continue to capitalize on evolving technologies, incorporating them into the company’s contact channel strategy, as appropriate.

The Customer Response Summit series is a dedicated peer-to-peer forum, gathering industry service leaders passionate about the customer experience to share ideas and strategies for the future.

FedEx TechConnect provides an unparalleled and fully differentiated customer experience through outstanding customer, revenue, information and repair services.

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