Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care

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9781934229040: Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care
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Today, the really successful companies are using innovative and low cost ways to strengthen the most critical aspect of their business, the employee-customer relationship. The results are greater customer satisfaction and higher profits. Taking Care of the People Who Matter Most shows you how they are doing it.

Sybil Stershic, an internal marketing expert with over 30 years experience, has written this book for employers, managers, and HR professionals who want to create a working environment that motivates employees to take the best possible care of their customers -- and each other.

This book will show you, from the inside-out, how to build company loyalty, increase employee satisfaction, and create a winning team of motivated workers and customers.

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About the Author:

Sybil is president of Quality Service Marketing, a firm specializing in helping business and consumer service providers strengthen relationships with customers and employees. A marketing and organizational advisor with more than 30 years of experience, she provides internal marketing and marketing/strategic planning to corporate and non-profit organizations throughout the U.S. Her clients span a variety of industries, including advertising, communications, financial services, food service, government, healthcare, higher education, professional and social service organizations. In addition, she teaches marketing workshops nationwide.

Prior to founding Quality Service Marketing in 1988, Sybil held key management positions in advertising, marketing communications, and sales in the banking industry. (The banks she worked for, ranging in size from $500 million to $12 billion in assets, were merged into oblivion.)

Active in leadership and professional development, Sybil is a former Chairman of the American Marketing Association (AMA) and served on the U.S. Census Bureau Advisory Committee of Professional Associations. In addition to her continued involvement with AMA, she is a member of BoardSource (formerly the National Center for Nonprofit Boards) and the International Association of Facilitators.

Sybil is a Phi Beta Kappa graduate of Lehigh University where she previously was an adjunct instructor of marketing and business communications. She is a frequent speaker at national conferences and served as a judge for several national marketing awards.

Review:

A wealth of practical and sensible ideas for improving service by taking good care of the employees who provide it.

--Dr. Leonard L. Berry,
Author of Discovering the Soul of Service
Distinguished Professor of Marketing, Texas A&M University

Sybil s book is a welcome and much-needed reminder that companies must move beyond superficial lip service when it comes to recognizing the enormous business- and brand-building potential of their employees. As she points out, companies that demonstrate real commitment to their essential human assets ... their employees and their customers ... reap tangible business benefits, not just now, but in the years to come. Companies that neglect those assets shortchange not only the people who matter the most; they shortchange their shareholders.

While it may seem like it's preaching to the choir, this highly readable compendium of useful examples and illustrative tactics underscores the fact that the destination ... engaged employees and engaged customers ... is not only desirable, it's actually possible. It's a book that should be kept on the desk, and not on the shelf.

--William J. McEwen, PhD,
Global Practice Leader, Brand Management,
The Gallup Organization

Taking Care of the People Who Matter Most is one of the best books on internal marketing especially suitable to services industries, where employee satisfaction matters most for business success. What I liked most about the book are the practical and implementable guidelines for nurturing employee-centric culture.

--Jagdish N. Sheth,
Author of The Self-Destructive Habits of Good Companies,
Charles H. Kellstadt Professor of Marketing,
Goizueta Business School, Emory University

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