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The 31 Practices

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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.


Publisher: LID Publishing

ISBN: 978-1-912555-01-7

FORMAT: 234x156mm

Bookbinding: Paperback

Number of pages: 366


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.


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

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