At the Heart of a Successful Brand

This powerful statement is from the late Bob Wood, former Chairman of Wood Dining Services, whom I had the privilege of interviewing for my first book on internal marketing, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care.  Bob was the epitome of an engaged leader who truly cared about his employees 

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A Client-Inspired Wish

One of the most amazing clients I’ve had the privilege and joy of collaborating with for 25 years recently retired. I wish there were more managers like her because it would mean more engaged and productive workplaces. Let me tell you why. Peg helped grow a successful university distance education department, having started at a time when 

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After Onboarding, How to Prevent the Descent into Disengagement

New employees are easy to engage given the fair amount of attention they receive at the outset. They’re likely to be welcomed with open arms and treated to meetings with executives who explain the company’s mission, vision and goals; reinforce their value to the company; and introduce them to their respective departments to meet their managers 

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Can You Treat Customers Like Employees and Employees Like Customers?

Curiosity. A hunger to explore what works and what doesn’t. Respectively challenging others’ ideas. These are among the many reasons I enjoy speaking with groups of young adults preparing for leadership roles. I recall one such gathering that involved an open discussion on marketing. We talked about dealing with difficult customers (it’s OK to terminate a 

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Are You Guilty of Treating Your Customers Like Chopped Liver?

The phrase “What am I, chopped liver?” is uttered when a person is made to feel that he or she is not special. It’s exactly how some customers feel as a result of neglect by companies. I’m seeing this scenario play out in a membership-based company that’s constantly offering special discount pricing to acquire new customers 

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The Need for Engagement and “Enlightened Hospitality”

Regardless of where you stand on the results of the recent presidential election, employee engagement has been affected by post-election uncertainty. That’s why Danny Meyer, CEO of Union Square Hospitality Group, has encouraged employees to re-focus on the company’s mission and culture of “Enlightened Hospitality.” Following are excerpts from his recent letter to USHG employees: “… 

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My Top 7 Blog Posts

Reviewing my blog’s top posts over the past few years, I was surprised with the popularity of my “favorite employee engagement quotes” posts. So I’ll continue to share the best quotes on workplace engagement compiled from both current and classic articles on the subject. Here are Quality Service Marketing’s top seven blog posts: Is Your 

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