Posted on June 24, 2008 at 1:44pm
...that's what training creates...
We - or least our goal is to - create Advocates out of customers and Ambassadors out of employees.
Don't consider the term "advocate" or "ambassador" lightly. The difference between a satisfied customer and an advocate can be measured in light-years; the same goes for an employee who serves as a brand ambassador versus just working shifts.
Research has shown (Gallup, Service Management Group, et al) that a "brand advocate" is… Continue