Delivering high-quality service is a top priority at FedEx. The company seeks to offer excellent, consistent service across all communication channels and through 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 FedEx’s success.

1.  Describe some of the potential customer touchpoints for FedEx.

2. Why does FedEx use an omnichannel approach in its marketing efforts? How does this support its business?