It's often said that a business's best marketers are its employees (and conversely unhappy employees result in bad service).
In a time when we have technological social networking tools are you giving your staff the opportunity and encouragement to publicly talk about your business? Are you monitoring what's being said about your business online?
Here's what happened when an employee of Lloyds TSB (a UK bank) read critical reviews of her employer: she posted a write-up about the trials and tribulations of being a bank cashier and ended with this:
Why do I stay - I enjoy the job, the staff and regular customers are
lovely. The bank are very flexible regarding part-time work,maternity
arrangements and are understanding regarding kids being ill swapping
days around etc. I suppose they need to keep the dedicated workforce
happy,as at lower levels it mainly consists of part-time women...
I'm not sure how long there will be traditional large banking
organisations. With the increase of internet banks, telephone banks and
supermarket banking. I believe their only chance of survival is to
provide outstanding customer service. So far they haven't been getting
it right. My impression is they have now recognised the need to change
and hopefully things will improve for the better.
This clearly shows an employee acting as advocate and the importance of not undervaluing your frontline staff. (via Bankwatch)
If you want to know what's being said about you online, sign up for Google Alerts.
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