How The UPS Store makes the retail experience personal

Sarah Casalan (Credit: Courtesy of The UPS Store)

’Tis the season for Sarah Casalan.

“I’ll be working in our stores tomorrow and then out visiting stores on Wednesday,” the president of The UPS Store tells me from Chicago the Monday before Christmas. “Why go at the end of the season versus the beginning of the season? Because your customers aren’t as holly-jolly happy this week as they were maybe last week.”