The 31 Practices: Release the power of your organization values every day

by Alan Williams, Alison Whybrow

Every company has its own values and brand with which it wants its customers and clients to engage and develop loyalty. At the same time, research shows that 70 percent of customer brand perception is determined by experience with the company’s employees. Moreover, 41 percent 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 behavior 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.

224 pages, Hardcover

First published April 1, 2013

About the author

Alan Williams coaches service sector organizations, internationally and in the UK to deliver inspiring service for competitive advantage. He created the 31Practices concept and approach.

With more than 20 years of senior leadership experience in customer service based businesses, Alan has a track record of success in devising holistic SERVICEBRAND strategies and then using deep operational experience to turn the creative thinking into sustainable, practical reality.

He is a Fellow of the Institute of Hospitality, a Board member of the British Quality Foundation, a past President of the Meetings Industry Association, a Steering Group member of the recently formed UK Values Alliance and Founder of the Global Values Alliance.