Why Quality Service Marketing

It’s not uncommon for managers trying to master the latest, greatest high-tech marketing tools to lose sight of a fundamental differentiator: employees’ ability to take care of customers and deliver on the brand promise. With increasing competition and workplace demands, even customer-centric companies and mission-focused nonprofits are challenged to maintain this strategic advantage.

That’s why they turn to Quality Service Marketing for help developing and engaging employees with “internal marketing” – a strategic blend of marketing and human resources that strengthens the brand from the inside out.

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


QSM At-A-Glance

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

Experienced facilitation and training:

Phone: 610-366-8944 (EST)  Email: sybil.qsm@gmail.com


Sybil’s Story

If you were to marry Marketing and Human Resources, Sybil Stershic would be their pride-and-joy. Passionate about the people side of marketing, she specializes in helping business and nonprofits engage the people who most impact their marketing and organizational success.

Sybil began her career in bank marketing where she experienced the employee-brand connection, best 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.”

She serves clients through custom facilitation and training to proactively strengthen employee- and customer engagement. An experienced workshop and conference speaker, she is the author of the award-winning Share of Mind, Share of Heart: Marketing Tools of Engagement for NonprofitsTaking Care of the People Who Matter Most: A Guide to Employee-Customer Care; and the long-running Quality Service Marketing blog.

Sybil is past chairman of the American Marketing Association (AMA), serves on the Advisory Council of Global Facilitators Serving Communities, and is a member of the International Association of Facilitators.