Sybil Stershic is a believer in internal marketing to engage employees and customers as explained in her quote: “The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers.” Employees need to be considered "internal" customers who deserve as much attention as actual "external" customers.

She has a point. During our conversation, Sybil spoke to me about the earlier years of her career when she watched her employer wait until the last moment to let co-workers know about new initiatives. It never made sense to her why the people who needed to know the most were told the least and often last. She considered it a lack of respect for employees.

This led Sybil to start Quality Service Marketing, an internal marketing company she has owned for 35 years. As her business evolved, a connection framework to address this problem emerged.

• Connect employees to the organization - to know where they fit in and what's expected of them.
• Connect employees to the customer - the more they know about their customers, the better they can take care of them.
• Connect employees to other employees - to better understand how their work is interrelated and how together they impact the bottom line.

Simple to grasp. Easy to overlook.

Sybil Stershic’s Web-Site: http://www.qualityservicemarketing.com

Sybil Stershic’s LinkedIn Page: https://www.linkedin.com/in/sybilstershic

Deborah Brown-Volkman’s web-site: https://www.SurpassYourDreams.com