 Alex Frankel
Turning Your Employees into Evangelists, Brand Loyalty
Author of Punching In: The Unauthorized Adventures of a Front-Line Employee
Punching In named one of
strategy + business's Best Business Books of 2008 |
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Find the right people: Frankel started the project with a feeling that all the
front-line jobs he was applying to were jobs that drew from a similar talent pool,
but found out otherwise.
Hire for passion: When you can attract customers to work for your company
who arrive as fans of the company before they even start work, you are in good
shape.
Train well and treat new hires like adults: Many companies fail from the start by
talking down to their new hires and using training materials geared for the lowest
common denominator.
Share, don’t sell: The best employee/customer relationships are built on trust,
which means that the employees must be passionate and knowledgeable enough to
share information that they believe in.
Dress for success: Uniforms that match a job and an employee population are
critical.
Gain a new view: Punching In, written as it is from the perspective of a frontline
employee, inspires readers to gain their own new views of the companies they
work for. |
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