Welcome To Servicebrand Global
Shhh… the Values Economy is here We are living in extraordinary times – volatile, uncertain, complex, ambiguous. The pace of change will never be this slow again. In the service sector, many traditional approaches are no longer relevant and there is a new business agenda emerging. The landscape of Brand Identity, Employee Engagement and Customer Experience is changing . . . all at the same time, all of the time. People used to make decisions on a narrower rational basis focused on the value of a product or service, whereas now, these decisions are being made at a deeper emotional level; there is increasing awareness of and interest in wider issues and a higher sense of purpose. Finally, because there has been a general shift from a product based economy to an experience based economy, people’s perception of an organisation is increasingly based on their personal experience with the people representing the organisation.
These factors are all leading to a shift in balance from traditional singular ownership and push marketing to co ownership and pull marketing. The successful organisations of tomorrow will establish a sense of shared values with all stakeholders. We refer to this new paradigm as The Values Economy. There are three strategic imperatives for an organisation to thrive and prosper in this new paradigm:
- Crystal clarity about the organisations brand identity (personality and character including purpose and values)
- A focus on improving employee engagement through effective employee engagement solutions to convert employees into brand ambassadors for their organisation.
- Delivery of a consistent customer experience, irrespective of time, geography or channel.
The challenge is that these areas of brand and identity, employee engagement and customer experience all need to be progressed at the same time, aligned at a strategic level and with co-ordinated execution.
Why we do what we do
Our passion is to see authentic service organisations thrive and flourish in the new paradigm of what we refer to as the Values Economy.
How we do this
By helping progressive leaders to design, implement and improve a brand-aligned customer experience delivered by their employees (brand ambassadors).
Impact
Our SERVICEBRAND approach helps to realise synergies, avoid duplication and eliminate waste. It has been applied successfully on an individual business unit, national and global basis to deliver remarkable sustained improvement across a range of business measures (client/customer and employee experience, engagement and advocacy, sales and profit).
Our Services
A range of powerful award-winning tools and services (The Values Economy toolkit) to create value.
Supported by ongoing coaching/mentoring as needed.
Brand Identity
Being crystal clear about the personality and character of your organisation
- Purpose, values and Service promise
- Brand attributes
- Visual identity and tone of voice
Employee Engagement
Converting employees into brand ambassadors
- Values in practice
- Recognition programme design
- One Team programmes
- Leadership development
- Learning, development and training
- Values-based recruitment
Customer Experience
Consistent brand aligned experience irrespective of channel, time or geography
- Customer Journey design
- Service excellence programmes
Systems & Processes
- Organisational design
- A support function as an internal SERVICEBRAND
- Communication framework
Measurement & Insight
- Impact assessment (brand, values, employee engagement, customer experience)
31Practices
Case studies
Transformation of a five star hotel – three consecutive all green balanced scorecards and Hotel of the Year award.
“When I arrived last night, I explained to the young night porter that I had forgotten my business suit. I was amazed when he offered to collect his own suit from home to lend to me”
One Team service excellence programme for the FM supply chain of a FTSE 100 company – 10% cost reduction, 10% customer satisfaction improvement, Corenet Global Innovation award.
“The receptionist asked me to lift my terrier up in front of the camera, asked his name and printed off a name badge. The best welcome I have had in any corporate office in the world.”
Creation and implementation of a consistent, global service brand and values-based One Team culture in key locations for an investment bank.
“I had lost my wallet and returned to the office because I had no means of getting home. The security officer drove me there and made sure I was safe.”
One Team and 31Practices implementation in the London portfolio of a property company – record 95% customer satisfaction rating.
“My engagement ring went down the washroom plughole and the cleaner rescued it for me”
31Practices values project helping to achieve Sunday Times mid-size company ranking number 3 and Association of Business Psychology Employee Engagement Award
“Making LifeSearch a values driven company is the best decision I have ever made”
Award-winning One Team Service Excellence programme for EMEA region Real Estate and Facilities Management function
“This is ground breaking work in our sector”
ENDORSEMENTS
Alan’s commitment, willingness to engage and sharp insight characterise the tremendous value he has added as a Non Exec on the Board of BQF.
With the simple and practical 31Practices approach he has created, Alan has found a refreshingly different way to make values as inseparable from the modern mission-based business as the double helices of DNA. Both his speaking style and work style have been a pleasure to experience.
31Practices is an excellent method and has played a big part in LifeSearch’s whole company, long term focus on our culture and values. The bespoke nature means the LifeSearch practices we carefully created remind all ‘Searchers every day of what we are about and why, and the behaviours we need to display to protect more families than anyone ever thought possible.
I describe Alan as the most HR savvy operator I have ever met! What’s more he is great fun to work with.
Alan's support has been instrumental in improving levels of engagement and overall performance, personally and with my team. He is a very good listener, gaining a deep understanding before cocreating an improvement plan. He is also very engaging and easy to work with.
Vision, challenge and strategy allowing individuals to stretch their potential. An inspirational leader.
Truly progressive thinking. The pragmatic approach to providing a customer experience achieves measurable return on investment.
An absolute pleasure to work with. Focussed on ambitious results but does what is right and leads in a truly inspiring way.
Rarely do I come across a book which is as complete as this one. Alan and Alison have left me nothing to say. They have put together an encyclopaedia of understanding about what it takes to build the neural pathways of an organisation.
The best thing about the 31Practices approach is how it energises front line employees and gives them confidence to bring the organisational values to life every day. One of the team in New York said "Our 31Practices is like my bible at work. I read it every day and it makes me a better person". Priceless!
The blend of emotional intelligence and commercial acumen is rare! The dedication to customer service is an example to follow.
Alan used the Servicebrand approach and his almost uncanny ability to engage programme stakeholders to provide Dell EMC with accelerated business impact and sustainable performance - at scale.
In the employee engagement survey, we dramatically outperformed the High Performance Norm.
Our Investors in People accreditation review hit our highest score to date and our bottom line profit rose by 25% over two years as well.
Alan spoke about the Values Economy at the 2nd Global Conference on Creating Value . His brilliant talk was convincing and energised the audience.
Alan’s commitment, willingness to engage and sharp insight characterise the tremendous value he has added as a Non Exec on the Board of BQF.
With the simple and practical 31Practices approach he has created, Alan has found a refreshingly different way to make values as inseparable from the modern mission-based business as the double helices of DNA. Both his speaking style and work style have been a pleasure to experience.
31Practices is an excellent method and has played a big part in LifeSearch’s whole company, long term focus on our culture and values. The bespoke nature means the LifeSearch practices we carefully created remind all ‘Searchers every day of what we are about and why, and the behaviours we need to display to protect more families than anyone ever thought possible.
I describe Alan as the most HR savvy operator I have ever met! What’s more he is great fun to work with.
Alan’s support has been instrumental in improving levels of engagement and overall performance, personally and with my team. He is a very good listener, gaining a deep understanding before cocreating an improvement plan. He is also very engaging and easy to work with.
Vision, challenge and strategy allowing individuals to stretch their potential. An inspirational leader.
Truly progressive thinking. The pragmatic approach to providing a customer experience achieves measurable return on investment.
An absolute pleasure to work with. Focussed on ambitious results but does what is right and leads in a truly inspiring way.
Rarely do I come across a book which is as complete as this one. Alan and Alison have left me nothing to say. They have put together an encyclopaedia of understanding about what it takes to build the neural pathways of an organisation.
The best thing about the 31Practices approach is how it energises front line employees and gives them confidence to bring the organisational values to life every day. One of the team in New York said “Our 31Practices is like my bible at work. I read it every day and it makes me a better person”. Priceless!
The blend of emotional intelligence and commercial acumen is rare! The dedication to customer service is an example to follow.
Alan used the Servicebrand approach and his almost uncanny ability to engage programme stakeholders to provide Dell EMC with accelerated business impact and sustainable performance – at scale.
In the employee engagement survey, we dramatically outperformed the High Performance Norm.
Our Investors in People accreditation review hit our highest score to date and our bottom line profit rose by 25% over two years as well.
Alan spoke about the Values Economy at the 2nd Global Conference on Creating Value . His brilliant talk was convincing and energised the audience.
Our Latest Blogs
Revisiting our Values
World Values Day, 20th October, is a day to celebrate all things values. With that in mind, let’s revisit why values are so…
View MoreGetting Personal with CX
"Customer service shouldn't just be a department; it should be the entire company." — Tony Hsieh Tony Hsieh’s quote sums up why the…
View MoreBalancing Workload and Productivity
Organizations and the leaders that run them expect a certain a level of productivity from their employees. The choices of competition are endless,…
View MoreMeasurement & Insight
“You must get involved to have an impact. No one is impressed with the won-lost record of the referee.” John H. Holcomb To…
View MoreSpeaking Engagements
Speaking engagements have included the following – see a video clip
Global Conference on Creating Value
New York
Shhhh….. the Values Economy is here
Workplace Futures – FM:adding value
London
Alignment driving value: the power of organisational values
World Happiness Summit
Miami
Personal values in practice
Inst. of Leadership & Mgmt: “Let’s talk values” conference
London
Values are for living not laminating