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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.
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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.
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The 31 Practices: Release the power of your organisation's values every day
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The 31 Practices: Release the power of your organisation's values every day
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The 31 Practices: Release the power of your organisation's values every day
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Paperback. Condition: new. Paperback. 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. How companies can improve customer service and enhance brand loyalty through their employees. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Seller Inventory # 9781912555017
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The 31 Practices
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Paperback. Condition: New. 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
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The 31 Practices
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Paperback. Condition: New. 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
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31 Practices
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