Taking Care of the People Who Matter Most.
Published 20071129 by Olivier Blanchard | E-mail this post
Sybil Stershic - of Quality Service Marketing
sent me this killer little book, and I dig it. (She wrote it, by the way, which is probably why it is so good.)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. (It's an ad hoc
Remember my wheel of customer service and brand identity doom
? This is the same thing, but told from the positive side of the fence.
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. I am going to fish some cash out of my budget and look into scoring a dozen or so copies for manager peers who have an impact on my organization.
I read the book cover to cover in just a few hours and recommend it to anyone
currently in a management role or studying to get there. This is one of those pocket management books everyone should own.
Have a great Thursday, everyone. :)
Labels: book, book review, happy customers, happy employees, HR