After reading that quote from Net Promoter evangelist Fred Reichheld, I immediately thought of a lesson I learned first-hand from my Starbucks days …
“Many marketers view employee relations as a job solely for human resources—they see employees as tools. But employees—happy, rewarded employees—can work wonders for the company’s marketing efforts. There is no better spokesperson for a company, product, and brand than someone who is happy with his job and respected by his employer and peers. A happy employee will in turn, make customers happy. [Source: TRIBAL KNOWLEDGE (Kaplan, 2006)]
