Citation
Nolan, S. (2013), "Recommended reading", Strategic HR Review, Vol. 13 No. 1. https://doi.org/10.1108/SHR.37213aaa.012
Publisher
:Emerald Group Publishing Limited
Recommended reading
Article Type: Resources From: Strategic HR Review, Volume 13, Issue 1
The 31 Practices: Release the power of your organizations VALUES every day
Alan Williams and Alison Whybrow
LID Publishing
16 October 2013
ISBN-10: 1-9077-9435-2, ISBN-13: 978-1-9077-9435-3
At the foundation of this book is the link between customer perception and experience and employee attitudes and practices. Organizational brands are shaped to a large extent by the personal experience of employees and customers, and authenticity is the key to making the experience a positive one.
The aim of the book is to show how an organizations values can be translated into daily practices and employee behaviors, bringing values from the boardroom through the organization and in to the customer experience. It offers a framework consisting of 31 practices that organizations can apply to improve customer and employee satisfaction and loyalty. The 31 practices are linked directly to the organizations values. The values are translated into practical behaviors and each day everyone in the organization focuses on one behavior. The aim is for the behaviors, in time, to become habitual and consistent across the organization.
The authors – Alan Williams, managing director of SERVICEBRAND GLOBAL, a consultancy that specializes in inspiring service for competitive advantage, and Alison Whybrow, an award-winning chartered and registered psychologist – draw on the fields of psychology, sociology, philosophy, neuroscience, leadership and business principles and practices. The purpose of the book is to share the story of the 31 practices, explain the underpinning framework and provide an overview of the core principles, with direction for people who are interested to explore further.
Sara Nolan
Editor, Strategic HR Review