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
Additional information
| Physical | Physical Copy |
|---|---|
| Digital | E-book |
Related Products
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:
Quick View
Business Alchemy
In this enlightening and engaging book, Andrew Wallas views the company from a metaphysical perspective to provide a new approach to transforming the organization. Business Alchemy focuses on the inner dynamics and energy flow within the organization itself, seeing where there is visible and hidden contradiction working against the aims of the company. It is by taking a deeper look inside of your company (instead of focusing on the outer machinations of your business), and by bringing these (often unconscious) blocks to light, that energy is released and the company is then free to move forward, fully aligned with its stated objectives and goals. This is a unique perspective on how companies can evolve and grow naturally and successfully.
Author: Andrew Wallace
Get the ebook:
Get the physical book:
Quick View
Brands and Rousers
How is it that some brands and companies manage to last decades, fending off crises and turbulence and continuing to prosper, while others fail? What does it take to achieve sustainable value and success?
In this timely and important book, Luis Gallardo argues that executives and managers not only have to think holistically (in terms of strategy, structure and operations), but also act personally (to become “rousers”) if they are to succeed in these ever-changing times. As a manager, you have to engage and people, from top to bottom, and provide an understanding of the company’s mission and brand. As well as taking a broad, systems approach, you have to rouse (ignite and excite) the people in your organisation in order to make things happen. This balance between strategy and tactics, big picture and detail, planning and action, corporate direction and personal responsibility is the key to progress and resilience for your company in today’s turbulent times.
Author: Luis Gallardo
Get the ebook:
Get the physical book:
Quick View
The Strategic’s Analysis Cycle: Handbook
This is an authoritative and practical guide to collecting, analysing and managing 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, explains the underpinning nature of data for a company's business strategy. The book begins with data collection: getting data is no big deal; getting the right data to win in the market is. It moves on to data analysis: turning data into actionable intelligence is what drives and determines competitive advantage. And, finally, managing data: how to organise your data collection and analysis to create winning strategies. This is a definitive book about one of the most important topics in today's digital and data-driven economy.
Author: Erik Elgersma
Get the ebook:
Get the physical book:
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.
Get the ebook:
Get the physical book:
Quick View
Executive Function
The health of our brain, as measured through cognitive health domains such as “executive function”, is the single most important aspect of our overall health. In business, good cognitive health enables you to go beyond simply coping, to managing and leading. For a fully functioning brain enables us to operate to our highest capacity and reach optimum performance. Improved cognitive health allows us to become sharp, accurate, confident, precise, attentive, a source of wisdom and a bundle of energy.
This book provides a comprehensive overview of the key cognitive health domains and how they impact your ability to operate at your best. You will understand the importance of each domain in order for you to maximize your cognitive health and be your best – or to have the best executive function.
Author: Keiron Sparrowhawk
Get the ebook:
Get the physical book:
Quick View
Adaptive Capacity (Second Edition)
In today's business world, change of many kinds - technological, economic, social and environmental - is outpacing the ability of organizations to predict it and manage it. As a result, the single most important capacity any company can develop is the power to adapt to change, and to do so rapidly, intelligently and effectively. In this new paperback edition of Adaptive Capacity, a business consultant and acclaimed professor offers a compelling analysis of the adaptive challenge. Through vivid examples involving organizations ranging from HP and Google to Telefonica and the US Marines, Eichholz provides a set of practical tools and ideas any leader can begin using immediately to succeed in a changing world.
Author: Juan Carlos Eichholz
Get the ebook:
Get the physical book:
Quick View
Pushing the boundaries
This is the autobiography of one of the most influential management consultants of recent times. Herbert Henzler grew up in the German village of Neckarhausen during the Second World War. Starting his career as a sales apprentice with Shell, he went on to study at the universities of Saarland, Ludwig-Maximillian and California, Berkeley, where he received his PhD in economics.
In 1970, Henzler accepted an offer to join McKinsey & Company, a rapidly growing firm that would eventually become the world’s leading consultancy group. Working in its German office, Henzler quickly rose to Partner in 1975 and then Director in 1978. His spectacular rise continued when, in 1985, Henzler became head of McKinsey’s German office and one of the most powerful management consultants in the world. Honest and at times direct, this book provides a rare insight into the world of management consultancy and how one man made it to the top by constantly pushing the boundaries.
Get the ebook:
Get the physical book:
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:
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.
Get the ebook: