31PRACTICES – THE BOOK
In our super-connected world, brands and reputations are shaped to a far greater extent by the personal experience of employees and customers. Authenticity from the boardroom to the frontline customer experience is the new holy grail for organizations.
This book shows how an organization’s values and brand can be translated into the daily practices and behaviour of their employees, drawing a golden thread from the boardroom to the front line customer experience.
The 31Practices method weaves together principles and practices from psychology, sociology, philosophy, neuroscience, leadership and business to significantly enhance customer and employee satisfaction and loyalty.
It has been successfully adopted by large and small companies, across sectors from around the world.
About the authors
Founder & MD SERVICEBRAND GLOBAL
A leader of values-based strategic implementation in service organisations globally and in the UK.
Alison Whybrow PhD BSc CPsychol
An award winning Chartered and Registered Psychologist and Supervisor who coaches senior and high potential leaders across industry sectors
We are grateful to Matthieu Ricard for the use of his beautiful photography on the cover and introducing each of the 31 Chapters
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.