MGT 201 Saudi Electronic University FedEx Customer Expectations Discussion

Question Description

I’m working on a marketing question and need an explanation and answer to help me learn.

Delivering high-quality service is a top priority at FedEx. The company seeks to offer excellent, consistent service across all communication channels and throughout the entire customer experience. This philosophy permeates the entire organization. Attention to service quality helps to generate customer loyalty and repeat business, which is one key to FedExàsuccess.

Video Link:

FedEx: Excellence in Customer Service- https://www.viddler.com/embed/55dcd635

Question

Discussion Question #1: The video states that FedEx knows how important it is to understand customers%xpectations. Which gap in the Gaps Model is FedEx addressing by learning about customer expectations, and what are some key customer expectations FedEx has designed its service to address?

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