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The UPS Store: A blogger relations story comes full circle

By: Marijean Jaggers | 03/20/2008

Back in January, I wrote a post on my personal blog about the UPS Store and how a single employee had really made my day. That set into motion events which led me to write a post for Where Do You Stand? about the UPS Store and their apparent and admirable handle on blogger relations. John Cass picked up on the post and proposed a deeper look at UPS and social media as a case study for the Society for New Communications Research. (For the backstory on what started this whole adventure, read Amber's post.)

To bring the story full circle, I share this anecdote. On my usual trip to "my" UPS store, I was stopped by the same employee who came to my rescue in January. "Thank you," she said, face reddening.

"For what?" I asked.

"I wanted to thank you for writing about me. I was awarded 'Hero of the Month' because of what you wrote," she said.

I smiled all the way down to my little blogger heart because THIS is the difference the blogosphere makes in people's lives. The UPS Store was smart enough to pay attention to what customers like me (and you) are saying about their services and generous enough to bring it on back to the exact employee who should be rewarded -- and did it.

This is how businesses earn customers for life.

Posted in Social Media, Digital Communications