Marketing & Employee Engagement Joined at the Hip

How can I convince all the companies in the world about the importance of treating employees as customers? You can help by being an advocate for social justice in the workplace. Not talking about rights for any particular under-served demographic here – just plain old treat your employees, current and future, like customers. Yeah…
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Marketing & Employee Engagement Joined at the Hip

I run a social net­work­ing com­mu­nity
for cus­tomer ser­vice peeps
freaks in north­east­ern PA (between con­nect­ing tal­ent and
oppor­tu­nity) and so I’m always on the look­out for great con­tent. You
see, for as social as one would think cus­tomer ser­vice freaks should
be, appar­ently they’re not that way in my neck of the woods. I’m
hav­ing a dif­fi­cult time engag­ing them.

To be hon­est I have a hard time
under­stand­ing why (so if you have some great ideas I’m all ears). I
worked as a cus­tomer ser­vice man­ager, a sales man­ager –> had to
be HIGHLY engag­ing (it was time­share), owned suc­cess­ful busi­nesses
where  I had to engage cus­tomers, I have engaged tons of can­di­dates
as a recruiter and as an HR wear many hats per­son, engage­ment
and reten­tion is always on that eval­u­a­tion… I just don’t get it.

I will have to say — for the most part
they aren’t into tech­nol­ogy, even though the major­ity of the group
work for tech based com­pa­nies. Go fig­ure right? I thought they would
love to share best prac­tices, ask and answer ques­tions, chat, blog,
yada, yada. Wrong O. Any­way, I’m not all that upset because my real
goal is to pro­vide more expo­sure to using new media to engage
inter­nal and exter­nal cus­tomers.  I think maybe other com­pa­ra­ble
MSA’s like Harrisburg-Lebanon-Carlisle, PA, Baton Rouge, LA and Toledo,
OH — not exactly places known for being on the fore­front of
tech­nol­ogy, are prob­a­bly in sim­i­lar situations.

That’s why we cre­ated a cus­tomer
ser­vice con­sor­tium in the first place.  We need it. We would like to
be known for cus­tomer ser­vice so we took a stab at cre­at­ing an
orga­ni­za­tion to pro­mote it locally.

So any­way, I found this video I am in
love with. It is the embod­i­ment of my feel­ings on engage­ment of
inter­nal and exter­nal cus­tomers. I see prospec­tive employ­ees as
exter­nal cus­tomers and cur­rent employ­ees as inter­nal customers.

Don’t you?

If com­pa­nies took the phi­los­o­phy of
this video and made HR and man­agers, C-Level suits and board mem­bers
watch it I think we could change the world.

Do you agree???

P.S. I mean “freaks” with much love =) as in freak­ishly pas­sion­ate
about what they do.

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