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
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
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
Customer Experience

Consistent brand aligned experience irrespective of channel, time or geography

  • Customer Journey design
  • Service excellence programmes
Systems & Processes
Systems & Processes
  • Organisational design
  • A support function as an internal SERVICEBRAND
  • Communication framework
Measurement & Insight
Measurement & Insight
  • Impact assessment (brand, values, employee engagement, customer experience)

31Practices

31Practices is an award-winning approach, which results in congruent behaviour, alignment and a greater sense of fulfilment. This is achieved by translating stated values into day to day behaviour… in practice. A unique set of thirty one Practices is created with each Practice being explicitly connected to the values. Then a process of mindful, daily repeated practice embeds the behaviour over time. As a result, the values are lived… every day… The approach is used at an organisational level to convert employees into brand ambassadors and at an individual level to have a positive impact on personal wellbeing. The 31Practices approach has been the subject of two internationally, critically-acclaimed books.
Tool for Organisations
Tool for Organisations
A tool for organisations to release the power of their VALUES every day
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THE 31 PRACTICES BOOK
THE 31 PRACTICES BOOK
The book featuring the photography of Matthieu Ricard
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Tool for Individuals
Tool for Individuals
A tool for individuals to release the secret of their VALUES every day
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MY 31 PRACTICES BOOK
MY 31 PRACTICES BOOK
The book featuring wonderful illustrations by John Montgomery
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Case studies

Hanbury Manor

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”

Rbs

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.”

Barclays Capital

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.”

Land Securities

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”

Life Search

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”

Emc

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

Make an enquiry or book a free consultation

Our Latest Blogs

How to Deliver Sustained CX Performance

“You must get involved to have an impact. No one is impressed with the won-lost record of the referee.” ~Napoleon Hill Customer Experience…

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Values Driven Organizations

“It ain’t what you do, it’s the way that you do it” Fun Boy Three and Bananarama, 1982 Putting values at the centre…

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Values as a Competitive Differentiator

“Authentic brands don't emerge from marketing cubicles or advertising agencies. They emanate from everything the company does...” Howard Schultz, Pour Your Heart into…

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Tools to Manage Customer Unhappiness

Is it admirable to pursue a business model or strategic plan that aims to ensure all your customers are happy all the time?…

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Speaking 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

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