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The 31 Practices

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The 31 Practices 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 This Edition

ISBN: 9781912555017
Publication date: 11th October 2018
Author: Alan Williams, Alison Whybrow
Publisher: LID Publishing
Format: Paperback
Pagination: 336 pages
Genres: Organizational theory and behaviour