Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care has generated a lot of favorable attention and comments, and I would like to share them with you.
Please know that I appreciate the positive feedback my book has received. Thank you's go to my blog readers, book readers, and everyone who recognizes the value of "taking care of the people who matter most" in the workplace - our employees and customers. (Readers interested in being quoted for this page can email me your comments.)
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"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."
Professor Jagdish N. Sheth
Charles H. Kellstadt Professor of Marketing
Goizueta Business School
Emory University
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"Taking Care of the People Who Matter Most is a 130-page pocket guide for managers that basically covers the WHAT, WHY and HOW of building a strong internal marketing practice geared towards engaging not only your employees, but your customers as well.
The book easily connects the dots when it comes to the positive cycle that links good employee morale to great customer experiences (and back again!) and serves as a HOW TO guide to get things moving in that direction. It is brilliant in its simplicity and clarity."
Olivier Blanchard
The Brand Builder Blog
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"A wealth of practical and sensible ideas for improving service by taking good care of the employees who provide it."
Dr. Leonard L. Berry
Distinguished Professor of Marketing
Texas A&M University
Author of Discovering the Soul of Service
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"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 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, not on the shelf."
William J. McEwen, PhD
Global Practice Leader
Brand Management
The Gallup Organization
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“I finished your book in one sitting, and I am full of admiration for you. It is terrific on about ten levels, not the least of which is the honest care and concern you have for employees as well as customers. I’m also impressed with the organization of the book and the level of practicality it offers. I want to buy a copy for everyone on the Communications Council. I want to hire you to take the entire College through the steps you’ve outlined.
" I think it’s going to be a best-seller, and I’m not kidding! Look out New York Times Bestsellers List, here comes Sybil.”
Charlotte Ravaioli
Executive Vice President
Keystone College
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“The book is a great read for all managers. Companies are built on their staff. Leaders can set up the company strategy but unless they have the right people in the right jobs doing the right things companies won’t meet or exceed their goals. I really enjoyed how Sybil used quotes and stories to drive home a point.
“Sybil made it very easy to start a game plan with her Action Plan Starter Notes section at the end of a number of chapters. “This book is a must read for all managers not just managers who have a turnover problem at their company. There is something to learn in this book for everyone person even if you have managed people for 30 years.”
Merrill Dubrow
President & CEO
M/A/R/C Research
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“I cannot think of anyone more appropriate to write a timely book on employee and customer care than Sybil Stershic. She has helped hundreds of organizations and managers energize their employees and enable them to become a significant part of the value chain. And, in this book she's captures this wealth of knowledge and experience in an actionable form. It's a must read!”
Dr. Stephen W. Brown
Professor and Executive Director
Center for Services Leadership
W.P. Carey School of Business
Arizona State University
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"If, after reading this book, you still need convincing that happy, engaged staff are critical to creating happy, engaged customers, then probably nothing will convince you until you wake up one morning and find your organization has become a non-differentiated commodity competing solely on price. Sybil Stershic does not represent one company, such as the book by Hal Rosenbluth, CEO of Rosenbluth Travel, who explores a similar idea in his book, The Customer Comes Second. As a result, Stershic's guide is chock full of examples from a host of companies that are exploring the idea that regardless of how strongly you assert that your business is focused on the customer, unless you back that up by focusing on your staff, it's a meaningless statement."
Janelle M. Barlow
President, TMI US
Co-author of A Complaint Is A Gift
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