Comments on: Front-line Employees Can Make or Break Your Brand – Especially When You Go Social

By: PentaVision

PentaVision — Thu, 22 Jul 2010 21:16:15 +0000

Thanks for the comment, Sybil. I really enjoyed you coming to speak at the Michiana AMA Luncheon and this was definitely an influence in this topic as well; your presentation really made an impression on me.

By: Sybil F. Stershic

Sybil F. Stershic — Thu, 22 Jul 2010 19:47:38 +0000

Great examples, Missy, of how companies miss the mark by not keeping their employees in the marketing loop. Uninformed employees (some even “surly” and “suspicious” as you cited here) who aren’t prepared to deliver on the promise can create memorable brand experiences for customers – of the negative kind. Internal marketing is based on the simple premise that if your employees don’t feel valued, neither will your customers!

PS. Thanks for the mention.

By: PentaVision

PentaVision — Wed, 21 Jul 2010 23:53:56 +0000

Edgar – thank you for the inspiration and idea. It was just perfect how I had drafted the article and then got to put my theory into practice yesterday. I am really glad you had a great FourSquare experience. Was this at Between the Buns? If so, which location? Thanks for commenting!

By: Edgar Diaz

Edgar Diaz — Wed, 21 Jul 2010 20:45:24 +0000

Missy, this is a great article! Thank you so much for writing this and for mentioning my name. There are so many articles out there about the need to get top execs on board with social media efforts, but I rarely hear about the the importance of educating and gaining buy-in from front line workers too.

The part where you talk about employee/customer interactions creating the experience for the customer is very true. I had a great Foursquare mayor experience at a local business. When I showed them my phone and announced I was the mayor, the waitstaff dropped everything and waited on me hand and foot. They treated me like royalty and one person even called me “boss.”

To this day I’m not sure if it was great scripting or if they were just really excited to finally have a mayor (apparently they had been waiting for quite a while). Either way, the front-line staff knew there was a Foursquare special going on, and they knew what to do to implement it. Like I said, it was a great experience.

Thanks again for posting.

By: Tweets that mention PentaVision's "What's Your Story?" Blog » Blog Archive » Front-line Employees Can Make or Break Your Brand – Especially When You Go Social -- Topsy.com

Wed, 21 Jul 2010 19:51:24 +0000

[...] This post was mentioned on Twitter by Jillian Koeneman, missystanisz. missystanisz said: Thx 2 @diptoe & @Jillianmk! If ur marketing offers r going social, please have the courtesy to share w/employees – http://ht.ly/2eGnd [...]