A01=Alan Williams
A01=Alison Whybrow
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Author_Alan Williams
Author_Alison Whybrow
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Category1=Non-Fiction
Category=KJU
COP=United Kingdom
Delivery_Delivery within 10-20 working days
eq_bestseller
eq_business-finance-law
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Language_English
PA=Available
Price_€10 to €20
PS=Active
softlaunch
Product details
- ISBN 9781912555017
- Dimensions: 156 x 234mm
- Publication Date: 11 Oct 2018
- Publisher: LID Publishing
- Publication City/Country: GB
- Product Form: Paperback
- Language: English
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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.
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.
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.
