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About Quality Service Marketing

In today’s service-based economy, employees’ ability to take care of customers and deliver on the brand is a key differentiator. With continuously increasing competition and workplace demands, even customer-centric companies and mission-focused nonprofits are challenged to maintain their strategic advantage. That’s why employee engagement is more critical than ever.

Quality Service Marketing is dedicated to helping service providers take care of the people who most impact their marketing and organizational success. Since 1988, QSM has applied the principles of “internal marketing” – a strategic blend of marketing and human resources that ensure employees have the resources and reinforcement they need to take care of customers and each other.

Best of all, you don’t need to be in Marketing or HR to use it!

Understand, however, that internal marketing is more than a “feel good” approach to employee-customer care. QSM has developed practical tools of engagement that will enable you to:

  • Gain employee commitment to organizational goals
  • Strengthen employee-customer relationships
  • Create and reinforce a customer-focused service culture.

QSM At-A-Glance

Founded in 1988
Sybil F. Stershic, President
Clients are service-based organizations – nonprofit and for-profit

Specializing in:

  • Staff development in internal marketing & communications
  • Marketing fundamentals training
  • Marketing & strategic planning facilitation.

Professional Summary

Sybil F. Stershic, president of Quality Service Marketing, is a marketing and organizational advisor with more than 30 years of experience helping service providers strengthen employee and customer relationships. A leading authority on engaging employees through internal marketing, she is the author of Share of Mind, Share of Heart: Marketing Tools of Engagement for Nonprofitswinner of a 2013 Small Business Book Award in Marketing; Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care; and the Quality Service Marketing blog.

Sybil graduated with highest honors from Lehigh University and began her career in bank marketing. (The banks she worked for merged into oblivion.) She founded Quality Service Marketing in 1988 specializing in internal marketing & communications, customer-focused training, and marketing planning. Her clients span a variety of service industries including advertising, communications, financial services, food service, government, healthcare, higher education, professional associations, and social service organizations. She also teaches marketing workshops nationwide.

Active in leadership and professional development, Sybil is a former Chairman of the American Marketing Association (AMA). In addition to her continued involvement with AMA, she serves on the Advisory Council of Global Facilitators Serving Communities and is a member of the International Association of Facilitators.