Case Study: FedEx boosts small business loyalty and revenue with Ziba

FedEx boosts loyalty by 2 basis points with Ziba

FedEx, a global leader in shipping logistics, sought to strengthen its relationship with its small business customers by moving from a transactional service to a true partnership. The challenge was that small business owners needed more control, clarity, and customization in their shipping workflows, but the existing tools felt disconnected. FedEx partnered with the design firm Ziba to rethink the customer experience and better align its services with the realities of its users.

Ziba conducted in-depth ethnographic research to understand the needs of small business owners and identify key friction points. This led to the creation of a new branded customer experience strategy called Active Connections, which featured six targeted service offerings. The solution provided small businesses with more control and flexibility, resulting in new revenue streams, a two-basis-point increase in customer loyalty, and lower operating costs for FedEx.

FedEx