Alex Frankel on Working Undercover at America’s Top Companies

Curious to know just what happens behind the “employees only” doors of big companies, journalist Alex Frankel embarked on an undercover reporting project to find out how some of America’s well-known companies win the hearts and minds of their retail and service employees.

Punching In (HarperCollins) chronicles his two-year urban adventure through the world of commerce. Frankel applied for and was hired by a half-dozen companies: he proudly wore the brown uniform of the UPS driver, folded endless stacks of T-shirts at Gap, brewed espressos for the hordes at Starbucks, interviewed (but failed to get hired) at Whole Foods, enrolled in management training at Enterprise Rent-A-Car, and sold iPods at the Apple Store.

In this lively and entertaining narrative, Frankel takes readers on a personal journey into the land of front-line employees to discover why some workers are so eager to drink the corporate Kool-Aid and which companies know how to serve it up best.

Alex Frankel is a writer and brand observer based in San Francisco, California. Alex has published two books that examine branding and marketing in the context of modern culture: PUNCHING IN in 2007 and WORDCRAFT in 2004. Alex has also written for publications like Fast Company, The New York Times Magazine, Wired and Outside. Alex works with clients through his consulting firm, Ground Level Research. Alex studied modern culture and media and received a BA in Literature from Brown University.

For additional training on this topic, consider these AMA seminars:

* Customer Service Excellence: How to Win and Keep Customers
* Leading Extraordinary Customer Service
* Developing and Executing a Customer-centric Strategy

To learn more, read these AMACOM Books:

* The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand by Dianne Michonski Durkin
* The Art of Winning Commitment: 10 Ways Leaders Can Engage Minds, Hearts, and Spirits by Dick Richards

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