SERVICEBRAND GLOBAL’s purpose is to enable authentic service organisations to thrive and flourish in the new paradigm of what we term the Values Economy. This is done by helping progressive leaders to design, implement and improve a brand aligned customer experience delivered by their employees (brand ambassadors), using the SERVICEBRAND approach to deliver significantly better, sustained business performance.
Values-driven service for sustained performance
The award -winning SERVICEBRAND approach facilitates and enables delivery of a customer experience strategy through alignment and co-ordinated execution across the three areas of Brand Identity, Employee Engagement and Customer Experience.
The result is a consistent “on brand” customer service experience delivered by a team of brand ambassadors which, in turn, achieves improved business performance, increased employee and customer loyalty, retention and advocacy, and a culture of customer experience innovation and ideas to improve customer experience.
To design, implement and improve a brand aligned customer experience delivered by employees (brand ambassadors), using the SERVICEBRAND approach to achieve significantly better, sustained business performance.
We love to work with organisations who have a genuine aspiration to be SERVICEBRAND leaders. Measurement is critical and we are passionate about quantifying the positive impact of our approach.
To enable authentic service organisations to thrive and flourish in the new paradigm of the Values Economy.
Services are more complex than products due to the intricacy and complexity of the human aspect. We dream of the SERVICEBRAND concept being widely understood and acknowledged, with an article on the subject being published at Harvard Business School.
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.