Professional Background
Quality Service Marketing (QSM) helps companies develop employee- and customer-focused solutions for bottom line success. It's the business practice of Sybil F. Stershic, a nationally known marketing and organizational advisor who is 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 founded QSM in 1988 to provide internal marketing and customer-focused marketing & strategic planning facilitation to clients in service based industries.
Active in leadership and professional development, Sybil is a former Chairman of the American Marketing Association (AMA) and served on a U.S. Census Bureau Advisory Committee. Besides her continued involvement with AMA, she is a member of BoardSource and the International Association of Facilitators.
Sybil is a frequent conference and business speaker whose subject specialty is how successful managers maintain a "high touch" approach in today's "high tech" world. In addition to her work with QSM, Sybil teaches marketing workshops nationwide to corporate and nonprofit professionals and is a contributor to HRGuru.com.
QSM is certified as a Woman Business Enterprise by the Commonwealth of Pennsylvania.
QSM Services
Customized workshops and retreats for corporate and nonprofit organizations:
- Building/reinforcing an internal service culture
- Strengthening employee-customer relationships
- Improving internal communications
- Strategic marketing planning
- Mission-focused strategic planning for nonprofits
- Marketing fundamentals training.
For more information, download QSM's Internal Marketing Brochure and QSM's Nonprofit Brochure or e-mail me.
QSM Client Testimonials
"We're delighted with the outcome of the training program you conducted for our managers. As a result of implementing their Action Plans, they have seen significant improvement in staff interaction as well as customer satisfaction. One manager told me she was able to develop better communications with her staff which ''made the employees feel good about themselves and their positions resulting in happier customers.'" - Senior Vice President, Regional Bank
"I have consistently received very positive feedback from individuals at all levels within our organization who have had the opportunity to be recipients of your training or your professional consulting expertise. I appreciate your ongoing service and support, value your extensive expertise, and admire the level of integrity you bring to a professional relationship." - Director of Training & Development, Food Service Management Firm
"From the onset you have asked the right questions and fulfilled needs for our organization. Thanks to your personalized and professional approach, we have given our customers - the managers being trained - quality seminars and workshops. It is not often that one has the opportunity to work with someone of such integrity and service values. Thank you, Sybil, for the continued sharing of your expertise." - Regional Director, Food Service Management Firm
"THANK YOU! Your program and outstanding facilitation were just right. Several staff members told me they found the retreat our 'best ever.' Your program will undoubtedly serve us well for many years." Executive Vice President, Alumni Association
"It's a pleasure to let you know how much I appreciate the helpful working relationship our organization has had with QSM. You've provided intelligent and practical advice and counsel on marketing, human resources, and basic organizational management issues. As a facilitator for several staff retreats, you have asked the probing and insightful questions that have helped us look at new approaches to our work and creative ways of managing and directing change. You have not only been responsive to our requests, but you have consistently provided a proactive approach as our consultant, helping us anticipate our needs." - President, Health Services Nonprofit
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