After reading that quote from Net Promoter evangelist Fred Reichheld, I immediately thought of a lesson I learned first-hand from my Starbucks days …
“Many marketers view employee relations as a job solely for human resources—they see employees as tools. But employees—happy, rewarded employees—can work wonders for the company’s marketing efforts. There is no better spokesperson for a company, product, and brand than someone who is happy with his job and respected by his employer and peers. A happy employee will in turn, make customers happy. [Source: TRIBAL KNOWLEDGE (Kaplan, 2006)]
I think this quote is right on the money. It may seem simplistic to some, but it's often the most seemingly basic ideas that hold the greatest truth.
Posted by: panasianbiz | July 20, 2006 at 08:06 PM
We sat at the same table during day 2 of the Columbia Innovative Mktng Conference in June. I enjoy your blog and just referenced it and this post in my blog http://flooringtheconsumer.blogspot.com - your quote is extremely relevant!
Posted by: C.B. Whittemore | August 23, 2006 at 09:32 PM