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The 31 Practices
Alan Williams
其他書名
Release the Power of Your Organisation's Values Every Day
出版Lid Publishing, 2018-10-11
主題Business & Economics / ManagementBusiness & Economics / Commerce
ISBN19125550189781912555017
URLhttp://books.google.com.hk/books?id=PmYbuAEACAAJ&hl=&source=gbs_api
註釋Every company has its own values and brand which 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 behaviour 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.