UPS finds success by making things personal

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UPS finds success by making things personal - NRF

NRF Retail Converge: UPS CEO Carol Tomé on the importance of listening to your customers and your employees


Carol Tomé, who spent 18 years as chief financial officer of The Home Depot, took over as CEO of UPS in March of 2020. Her initial thought was to spend the first three months traveling the world and getting to know the company. A week after she was named CEO, however, the world was dealing with the biggest global health crisis since the 1918 influenza epidemic.

In an NRF Retail Converge keynote conversation with Stephanie Mehta, editor-in-chief of Fast Company, Tomé discussed the highlights and lessons learned in her whirlwind first year and a half at the helm of the giant freight company, beginning with managing the pandemic.

“I thought it would all come to a crashing halt,” Tomé said, “but it didn’t. Instead, it took off as ecommerce exploded. In the second quarter of 2020, we had to hire 40,000 people just to handle the packages coming our way.”
 
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