Amidst a wave of news related to FedEx Kinko’s and its ongoing business transformation subsequent to the acquisition of Kinko’s by FedEx in 2004, WhatTheyThink spoke with Brian Philips, executive vice president and chief operating officer for FedEx Kinko’s Office and Print Services, to get the inside scoop on what is happening at FedEx Kinko’s these days. Mr. Philips oversees the company’s worldwide business performance. He is responsible for operations, sales, marketing and strategy functions for more than 1,500 FedEx Kinko’s locations and 20,000 team members.

WTT:  Brian, thank you for speaking with us today. I have noticed that FedEx Kinko’s has received a lot press lately. Perhaps you could share with us the overarching strategy FedEx Kinko’s is now pursuing and how that is different from the Kinko’s strategy in the past.

BP:  There is no question that a shift is occurring on both business and cultural fronts.  As we continue the integration effort, we are working to maintain the best pieces of the old Kinko’s culture and combining them with the best of the ongoing FedEx operation.  FedEx achieved its best-in-class status through its employees, who are all living what we call the Purple Promise: to provide exceptional service on each and every transaction. That is part of what FedEx is introducing into FedEx Kinko’s.  We are investing in systems that allow us to provide exceptional service wherever you interact with us.  At the same time, Kinko’s has a wonderful history of retail expertise and a whatever-it-takes type approach to saying yes to the customer. We don’t want to lose that as we bring the two cultures together.