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LID Publishing

The 31 Practices

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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.

Author: Alan Williams & Alison Whybrow

 

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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

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