Description

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.

The 31 Practices: Release the power of your organisation's values every day

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Paperback / softback by Alan Williams , Alison Whybrow

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Short Description:

Every company has its own values and brand which it wants its customers and clients to engage with and develop... Read more

    Publisher: LID Publishing
    Publication Date: 11/10/2018
    ISBN13: 9781912555017, 978-1912555017
    ISBN10: 1912555018

    Number of Pages: 336

    Non Fiction , Business, Finance & Law

    Description

    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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