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Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day by Michael D. Basch

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Appendix B. The UPS Philosophy As Stated by Its Founder

The following is from a document reprinted by UPS in 1963 entitled “Determined Men…” This is a compendium of speeches given from 1943 to 1959.

I believe UPS to be one of, if not the most, successful companies of the 20th century. I believe it has made more millionaires than any other company and that it has successfully gone through adversity that would kill lesser companies.

When reading this book that goes back in time to the 70s and, with this appendix, to 1907 to 1957, you might ask, “How is all this relevant today when so much has changed?”

The reality is that, although much has changed, some fundamental things remain the same. What has not changed is how some companies are able to adapt ...

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