The 31 Practices

Alan Williams, Alison Whybrow

ISBN 10: 1912555018 / ISBN 13: 9781912555017

Published by LID Publishing, GB, 2018

About this Item

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.

Seller Inventory # LU-9781912555017

Bibliographic Details

• Title: The 31 Practices
• Publisher: LID Publishing, GB
• Publication Date: 2018
• Language: English
• ISBN 10: 1912555018
• ISBN 13: 9781912555017
• Binding: Paperback
• Edition: 2nd Edition
• Condition: New

About this title

Synopsis

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.

About the Author

Alan Williams is the Managing DIrector of Servicebrand Global, a consultancy that specialises in customer service. Alison Whybrow us an award-winning Chartered and Registered Psychologist.