Tuesday, September 26, 2006

Quality service starts from within

The Quality Service Marketing blog highlights the key findings of an internal marketing best practice study that examined the marketing practices of companies in various industries across the U.S. Among the findings are that employees are extensions of the brand, all employees regardless of rank can make a difference, and a strong corporate culture can translate into a strong competitive advantage. The last point about competitive advantage stood out to me because it hadn't occurred to me before. It makes sense that if "garbage in" = "garbage out" that the reverse is true and that our internal processes can make a significant difference in our service delivery and how we stack up to competitors. The Quality Services Marketing blog promises more discussion of the study in upcoming posts.

Categories: must_reads | research_and_reports

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