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Fixing a Troubled Marriage


Four years after acquiring Kinko's, FedEx is still trying to improve customer service and iron out corporate culture clashes:

UPDATE THE BRAND

FedEx is dropping the Kinko's name and calling its retail stores FedEx Office to reflect the broader array of services the company offers

CHECK, RECHECK, AND CHECK AGAIN

Employees now review the quality of printing jobs three times, signing their names each time

STEAL YOUR OWN GOOD IDEAS

Borrowing from its delivery business, FedEx Office enables customers to track their print orders online

LIBERATE MANAGERS

Local bosses now have the freedom to offer discounts to loyal customers and coupons to lure new ones

REWARD THE STRIVERS

Workers who have demonstrated outstanding service attend an annual celebratory dinner at headquarters


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