Observed Signal · Sep 10, 2025 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
The UPS Store's CX Secret: Serve Two Customers
In an interview with CMSWire, Sean O'Neal, Vice President of Retail Operations at The UPS Store, discusses the franchise's customer experience strategy. The company treats both franchisees and end customers as core customers, emphasizing that customer experience cannot exceed franchisee experience. Key tactics include double-blind competitive NPS studies, call categorization, and rapid feedback loops that drive operational changes. The UPS Store focuses on a 'phygital' approach, blending online and in-store experiences for returns and small-business services. They also highlight the importance of recovery in building loyalty, investments in technology platforms, tighter UPS integration, and upcoming RFID-based near real-time package tracking. The article underscores a culture built on a high 'say-to-do ratio' and the goal of making customers feel smart in their stores.
Brand-specific customer experience case study; relevant to MarTech practices but not a major industry development.
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Key Takeaways & Evidence Grounding
- The UPS Store operates over 5,400 locations nationwide.
- The company handles approximately half a billion Amazon return items per year.
- It uses double-blind competitive NPS studies and call categorization to gather feedback.
- Plans include upgrading technology platforms and implementing RFID for near real-time package tracking.
- The UPS Store has been named to Forbes' Best Customer Service list two years running.
Connected Companies & Entities
4 Entities mapped“Being part of UPS gives us the chance to leverage 'the power of the shield' and align on a one-customer vision....”
“In the Amazon program alone, we handle about half a billion items....”
“If you’re asked to compare UPS Store with FedEx Office, Staples, USPS, etc., you’ll provide candid, honest feedback....”
“If you’re asked to compare UPS Store with FedEx Office, Staples, USPS, etc., you’ll provide candid, honest feedback....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
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