Internal marketing expert, Founder and CEO of Quality Service Marketing, and author of the insightful and landmark book Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care, Sybil F. Stershic describes how employees play a critical role in maintaining and enhancing customer relationships and how employees are the most powerful medium for conveying the brand to customers. Yet, even in companies that profess to be customer-focused, employees are often treated as an afterthought. Sybil Stershic offers powerful arguments as to why employers, managers, and Human Resources departments need to increase their focus on caring for employees. The realization that employees are a crucial element in the success of an organization must be taken to heart. Sybil shares how managers and supervisors can create workplaces that foster employee engagement and motivate employees to offer superior customer service. Discover how top companies gain that important employee commitment. Learn how even small, inexpensive and even free techniques can make a world of difference in employee satisfaction. The result is even better customer service as well.
Sybil F. Stershic is my internet radio show guest on Blog Business Success; hosted live on BlogTalkRadio.
The show airs live on Tuesday, March 8, at 8:00 pm Eastern Time; 5:00 pm Pacific Time.
Internal marketing expert, Founder and CEO of Quality Service Marketing, and author of the insightful and landmark book Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care, Sybil F. Stershic describes how employees play a critical role in maintaining and enhancing customer relationships and how employees are the most powerful medium for conveying the brand to customers. You will learn:
* Why engaged employees and satisfied customers go hand in hand
* How to determine if your employees are truly engaged and where to improve
* How to engage employees through practical and low cost techniques
* How engaged employees can best deliver the brand to satisfied customers
Sybil F. Stershic (photo left) president of Quality Service Marketing, is a marketing and organizational advisor with more than 30 years of experience helping service providers strengthen employee and customer relationships. A leading authority on engaging employees through internal marketing, she is the author of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care and the Quality Service Marketing blog.
Sybil graduated with highest honors from Lehigh University and began her career in bank marketing. (The banks she worked for merged into oblivion.) She foundedQuality Service Marketing in 1988 specializing in internal marketing & communications, customer-focused training, and marketing planning. Her clients span a variety of service industries including advertising, communications, financial services, food service, government, healthcare, higher education, professional associations, and social service organizations. She also teaches marketing workshops nationwide.
Active in leadership and professional development, Sybil is a former Chairman of the American Marketing Association (AMA). In addition to her continued involvement with AMA, she serves on the Advisory Council of the Global Facilitator Service Corps and is a member of BoardSource and the International Association of Facilitators.
My book review of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care by Sybil F. Stershic.
Listen live on Tuesday at 8:00 pm Eastern, 5:00 pm Pacific time.
If you miss this very informative show, it will be available for free download as a podcast for iPod, iTunes, and MP3 players; or play it right on your computer. To download this, or any other of my guest interviews, go to the Blog Business Success host page and click on Archived Segments. Once there, click on the podcast icon at the end of the episode description, to download the show free of charge for your listening enjoyment. You can also subscribe to the show feed.
To call in questions for my guest, the number is: (347) 996-5832
Let's talk with internal marketing expert, Founder and CEO of Quality Service Marketing, and author of the insightful and landmark book Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care, Sybil F. Stershic, as she describes how employees play a critical role in maintaining and enhancing customer relationships and how employees are the most powerful medium for conveying the brand to customers. Yet, even in companies that profess to be customer-focused, employees are often treated as an afterthought. Sybil Stershic offers powerful arguments as to why employers, managers, and Human Resources departments need to increase their focus on caring for employees. The realization that employees are a crucial element in the success of an organization must be taken to heart. Sybil shares how managers and supervisors can create workplaces that foster employee engagement and motivate employees to offer superior customer service. Discover how top companies gain that important employee commitment. Learn how even small, inexpensive and even free techniques can make a world of difference in employee satisfaction. The result is even better customer service as well on Blog Business Success Radio.
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