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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.

• "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