
The 31 Practices
Release the Power of Your Organization's Values Every Day
LID Publishing
Published on 7. December 2016
Book
Hardback
224 pages
978-1-907794-35-3 (ISBN)
Description
In our super-connected world, organizations brands and reputations are shaped to a far greater extent by the personal experience of their employees and customers. We already know that 70% of customers brand perception is determined by their experience with the organization's employees and 41% of customers are loyal due to employee attitude. Authenticity from the tip to the root is the new holy grail for organizations. This book shows how an organization s values and brand can be translated into the daily practices and behaviour of their employees, drawing a golden thread from the boardroom to the front line customer experience. The 31 Practices method weaves together principles and practices from psychology, sociology, philosophy, neuroscience, leadership and business to significantly enhance customer and employee satisfaction and loyalty. It has been successfully adopted by large and small companies, across sectors from around the world.
More details
Language
English
Place of publication
London
United Kingdom
Target group
Professional and scholarly
Illustrations
1 Illustrations
Dimensions
Height: 234 mm
Width: 156 mm
ISBN-13
978-1-907794-35-3 (9781907794353)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Alan Williams is the Managing Director of Servicebrand Global, a consultancy that specialises in customer service. Dr. Alison Whybrow is an award-winning Chartered and Registered Psychologist.