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The 31 Practices: Release The Power Of Your Organization's Values Every Day

by Alan Williams

2021-02-01 04:37:25

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Every company has its own values and brand that 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 ... Read more
Every company has its own values and brand that 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 behavior 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. Less

Book Details

ISBN9781912555017
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Alan Williams
Author
Alan Williams, Ph.D., S.E., F.I.C.E., C. Eng., is Senior Transportation Engineer in the California Department of Transportation. He previously served as a Division of State Architect in California. Dr...

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