The 31 Practices
Release the power of your organisation's values every day
2nd Edition
Published on 11. October 2018
Book
Paperback/Softback
336 pages
978-1-912555-01-7 (ISBN)
Description
Every company has its own values and brand which it wants its customers and clients to engage with and develop loyalty to. At the same time, research shows that 70% of customers' brand perception is determined by their experience with the company's employees. Moreover, 41% of customers are loyal because of good employee attitude.
This book shows how companies can translate their values and brand into the daily practices and behaviour of their employees, especially those who must deal directly with customers. Drawing its principles from psychology, sociology, philosophy, neuroscience, and leadership, the 31 Practices method has been successfully adopted by large and small companies around the world and has been responsible for significantly enhancing customer satisfaction and loyalty.
This book shows how companies can translate their values and brand into the daily practices and behaviour of their employees, especially those who must deal directly with customers. Drawing its principles from psychology, sociology, philosophy, neuroscience, and leadership, the 31 Practices method has been successfully adopted by large and small companies around the world and has been responsible for significantly enhancing customer satisfaction and loyalty.
Reviews / Votes
"The 31 Practices is a rare combination of complex conceptual thinking, practical operational examples, robust academic research, and an easy read for time-strapped executives." --Review in HR Grapevine by Jacqueline Moyse, Head of Organization Development, Mandarin Oriental Hotel Group "The 31 Practices is an easy and essential read for everyone in business. The book is structured in easy-to-read bite size chunks, which makes it easy to fit into flight schedules and commute times. With experience, I know 31 Practices works since we used it for Infiniti, our premium car range." --Andy Palmer, Executive Vice President, Nissan Motor Company, and Chairman, Infiniti Motor Company "The 31 Practices approach is simple, clear, at times daring and unconventional to the traditional thinker of today. But this will be the norm and essential in the future. Good job... I really enjoyed it." --Horst Schulze, Chairman/CEO, Capella Hotel Group and ex-President/COO, Ritz-Carlton "This is an important book for anyone who believes in values-based leadership. In the NHS, it is our values that bind us together. Their power will help see us through the toughest times since the creation of the NHS. This book holds lessons that may just help us succeed." --Rob Webster, Chief Executive, NHS Foundation Trust "The 31 Practices is an insightful, practical, and timely resource for organizations trying to solve the conundrum of being competitive, creative, and ethical in complex and challenging times."--Matthew Taylor, Chief Executive, RSA "What stands out for me in 31 Practices is the elegance of the 360 degree facilitated integration -- both vertical (across all levels of the organization) and horizontal (encompassing body, mind, and soul of the individual). This integration is seamlessly promoted, with the approach well-supported by a range of seriously impressive research. --Lesley Kuhn, Senior Lecturer and Professor at the School of Business, University of Western SydneyMore details
Edition
2nd edition
Language
English
Place of publication
London
United Kingdom
Target group
Professional and scholarly
Dimensions
Height: 234 mm
Width: 156 mm
ISBN-13
978-1-912555-01-7 (9781912555017)
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. Alison Whybrow us an award-winning Chartered and Registered Psychologist.