Loading the content...
Navigation
Account

The 31 Practices

‹Return to Previous Page
Description

Description

How companies can improve customer service and enhance brand loyalty through their employees.

New thinking on customer service based on principles from psychology, sociology, philosophy and neuroscience.

Tried and tested approach worldwide, including the acclaimed Ritz Carlton hotel chain.

Aimed at managers, executives, HR professionals who are seeking a better connection between their company and customers.

New paperback edition of an increasingly influential book in HR and management.

BOOK DETAILS

Publisher: LID Publishing

ISBN: 978-1-912555-01-7

FORMAT: 234x156mm

Bookbinding: Paperback

Number of pages: 366


AUTHOR

Alan Williams is the Managing Director of Service Brand Global, a consultancy that specialises in customer service.

 

 

 

 

Alison Whybrow is an award-winning Chartered and Registered Psychologist.


REVIEWS

An excellent practical guide to living your authentic self. Highly recommended.

Richard Barrett, Chairman of the Barrett Values Centre

31Practices is an eminently practical blueprint that will help you craft the life you want to live and experience.

Srikumar Rao, CEO, The Rao Institute (also known as The Happiness Guru)

In this complex and challenging world, having a core set of personal values which help guide your decisions and actions can be hugely powerful. But where do you start? This book walks you through the key considerations in defining your values and the everyday practices which will help you stay true to them. It draws on a broad spectrum of psychological theories and summarises them neatly in a concise and actionable manner. A potentially life-defining read.

Steve Apps, Chair, Association for Business Psycholog

More Info

Additional information

Physical

Physical Copy

Digital

E-book

Related Products

Quick View

The Strategic’s Analysis Cycle Toolbook

This is an authoritative and practical guide to analysing business data, to enable managers and companies to develop successful business strategies. Data has become a dominant factor in today's business environment. This book, written by a leading practitioner, provides a series of tools and methods for analysing data and contributing to the success of the company. The main aim of data analysis is turning data into actionable intelligence that will drive and determine a company's competitive advantage. However, this does not happen by magic, rather it is through the rigorous application of appropriate tools. This book sets out 19 key tools for data analysis that have been tried and tested. Applying such tools will result in solid analyses of the business environment, that will contribute to better designed strategies and the company's strength in the marketplace.

Author: Erik Elgersma 
 

Get the ebook:

 

Get the physical book:

£19.99 Add to basket
Quick View

The JD.com Story

Valued at $25 billion following its IPO in 2014, JD.com (Jingdong) is China’s second largest e-commerce company (behind its rival Alibaba) and leads the way in sales of consumer electronics and books. Through unprecedented access to the inner-workings of JD.com and its founder, Richard Liu, and other main players, this book offers the most detailed examination of the success behind one of China’s most successful companies of recent times. Founded in 1998 as an online magneto-optical store, the company evolved into selling books, CDs, videos and consumer electronics online on an enormous scale. In 2014, Asia’s largest Internet company, Tencent, acquired a 20% stake in JD.com, which made the company the No.2 online retailer in China, and thus triggering a fierce battle with Alibaba for dominance in the China market. The story of JD.com’s growth, and the strategies and philosophy of its charismatic founder, is featured in this fascinating book.
 Author: Li Zhigang 
 

Get the ebook:

 

Get the physical book:

£24.99 Add to basket
Quick View

Ren Zhengfei and Huawei

China’s economic rise and influence has been one of the most significant developments in the global economy of recent times. A driving force behind this expansion has been the private entrepreneurs and companies of China, some of which have literally redefined the economic and business landscape, both inside and outside of China.Ren Zhengfei is one such entrepreneur, who has become one of China’s most revered and inspiring business leaders. His company Huawei Technologies, which was founded in 1987, is today a world-leading supplier of telecommunications equipment and mobile phones that employs over 150,000 people around the world. Low profile and known for his down-to-earth nature, Ren is hugely popular in China. This book tells the story of how he turned Huawei into one of the world’s most recognized business brands and the much admired management philosophy behind its success.

Author: Li Hongwen
 

Get the ebook:

 

Get the physical book:

£12.99 Add to basket
Quick View

Dong Mingzhu & Gree

China's economic rise and influence have been one of the most significant developments in the global economy of recent times. A driving force behind this expansion has been the private entrepreneurs and companies of China, some of which have literally redefined the economic and business landscape, both inside and outside of China. Dong Mingzhu is one such entrepreneur. Gree Electric is one of the powerhouses of the air-conditioning industry, and owes its success to the entrepreneurial and management tenacity of Dong. As a young widow, aged 36, she travelled south and began work at Gree as an ordinary salesperson. Four years later, in 1994, she became head of sales. By 1996, she was deputy president, and by 2001, president of Gree. During this time, Dong challenged and transformed industry norms through her innovations in sales, service and employee policies. This is the story of one of China's most inspiring and innovative business leaders.

Author: Guo Hongwen
 

Get the ebook:

 

Get the physical book:

£12.99 Add to basket
Quick View

Ma Huateng and Tencent

China's economic rise and influence has been one of the most significant developments in the global economy of recent times. A driving force behind this expansion has been the private entrepreneurs and companies of China, some of which have literally redefined the economic and business landscape, both inside and outside of China. Ma Huateng (Pony Ma) is one such entrepreneur. In 1998, he co-founded Tencent Inc, starting with the company's QQ instant messaging tool that became a huge hit in China. Under Ma's leadership, Tencent has moved into web portals, social networks, multi-player games and e-commerce, making the company today an Internet powerhouse and China's number one brand. Ma himself was hailed by Time magazine in 2014 as one of the world's most influential people. This book examines the rise of Ma and Tencent, known for their truly innovative thinking and approach to technology and business.

Author: Leng Hu
 

Get the ebook:

 

Get the physical book:

£9.99 Add to basket
Quick View

Plus Change

This book melds together the two most critical elements to organizational viability: change and creativity. More than simply a how-to book or a technical tome, +Change provides the working knowledge, strategies and tactics necessary to not only be more creative and more innovative, but also to implement change more effectively. +Change introduces the ICI Formula (Ideas + Change = Innovation). This critical formula for sustainable innovation within an organization allows for systemized ideation, unbiased idea selection, better change management methods and finally, sustainable innovation. This is a book for managers and executives in an era where innovation and change have become key competitive advantages to any company.
Author: Moe Glenner
 

Get the ebook:

 

Get the physical book:

£19.99 Add to basket
Quick View

Iconic

This book is about icons – exceptional organizations (orchestras, restaurants, sports teams or companies) with an aspiration to make or do something special, and to go on doing so, year in, year out for decades. This is what gives these organizations their undeniably iconic status.
By selecting 14 iconic organizations (including ElBulli, McKinsey, Royal Concertgebouw Orchestra, Procter & Gamble, the All Blacks) and researching what characteristics make them different from others, the authors discovered a “competency spiral” which these organizations exhibit in their success. Attracting and retaining the right people; forging individuals into a team; and achieving outstanding results, time after time, through continuous improvement and adjustment – these are the key competencies required to achieve iconic status.
Author: Xavier Bekaert, Gillis Jonk, Jan Raes & Phebo Wibbens
 

Get the ebook:

 

Get the physical book:

£19.99 Add to basket
Quick View

The Launch Book

Whether we are exploring a new idea, new career, or new endeavour, we encounter self-doubt, fear of failure and risks. Drawing on behavioural economics, psychology, and self-leadership principles, these strategies/exercises will give you a jumpstart and position you for success immediately after launch. This book draws on Sanyin's experience in behavioural science and economics, interviews on innovation, and in mentoring entrepreneurs. It also draws on ideas such as turning failures into brilliant mistakes, and many more. Short, sharp, snappy and impactful. This book makes any launch achievable.

Author: Sanyin Siang
 

Get the ebook:

APPLE   KINDLE    KOBO
 

Get the physical book:

£9.99 Add to basket
Quick View

The Success Book

Success is often measured by financial successes and business acheivements. The intention of this book is to help entrepreneurs, leaders and individuals to reflect and re-evaluate their current level of success, to see whether it is serving them or the people around them. Where their notions of what it is to be successful have come from, and whether they now feel appropriate to them.Authentic Success is by its very nature a personal journey of exploration and there are no rights or wrongs to each journey. What matters is whether it resonates with you.
This book enables you to create a life path for yourself that is more harmonious for you to enjoy and experience, which in turn is more harmonious and satisfying for those around you. In that way we all could achieve more with less effort and less strife, which ultimately will help the world, become a slightly better place to live in.
Author: Tim Johnson
 

Get the ebook:

 

Get the physical book:

£9.99 Add to basket
Back to top