Trust in decisions at the point of service delivery

Sustained performance

 

Two key drivers of sustained performance
A short term improvement in results is of limited value unless the performance can be sustained. There are two key drivers in achieving sustained performance. The first is strategic implementation. The phrase “Culture eats strategy for breakfast” was originated by Peter Drucker and made famous by Mark Fields, President at Ford, so what does it mean? Well, having a well thought through strategy is one thing but having the right culture to be able to implement the strategy is an altogether different challenge.
The second driver is organisational alignment where there is a “joined up” approach horizontally (between functions across the organisation) and vertically (Boardroom to front line). These are two simple-sounding concepts and yet many leaders of organisations seem to struggle with them. The SERVICEBRAND approach provides a framework which facilitates and enables both at the same time.

The SERVICEBRAND approach is based on the well respected service profit chain model (“Putting the Service-Profit Chain to Work”, Heskett et al, – Harvard Business Review) and includes the additional elements of Brand Identity and Systems & Processes.

All areas are aligned at the levels of Strategy, Management and Delivery.

A supportive, coaching style is used to engender ownership and deliver sustained success.

We collaborate with a network of partners to deliver bespoke SERVICEBRAND initiatives.

The focus is on placing the Customer Experience at the heart of the business and aligning the following areas:

Brand identity

Brand identity

Being crystal clear about the personality and character of your organisation

Systems & Processes

Systems & Processes

Organisational design, A support function as an internal SERVICEBRAND, Communication framework

Employee Engagement

Employee Engagement

A business excellence assessment designed specifically for customer facing organisations using the SERVICEBRAND approach to drive improvement

Values Calculator

Identify your organisation’s core values efficiently with collective leadership team buy in

 

Understand quantitative and qualitative stakeholder perception of your organisational values

An award-winning values-driven approach, which results in congruent behaviour, alignment and a greater sense of fulfilment – used at both an organisational and individual level and the subuect of two internationally acclaimed books

Differentiate your organisation with high impact, brand-aligned “signatures”

Equip your service team with The Practice of Heartfelt Hospitality – focus on shared values, emotional intelligence and personal impact

Identify areas of priority and best ROI in the customer experience journey

Articulate and align a values-driven strategy, establishing clarity and gaining individual and collective commitment from the leadership team

Improve the recruitment process effectiveness by using values-based recruitment

Become values-driven in practice – send an important message to customers, employees and others that you are clear about what really matters to you and practice what you preach

Trusted by more than 50 clients

Case studies

Award-winning One Team Service Excellence programme for EMEA region Real Estate and Facilities Management function

“This is ground breaking work in our sector”

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”

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”

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.”

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.”

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”

Endorsements

“Alan spoke about the Values Economy at the 2nd Global Conference on Creating Value. His brilliant talk was convincing and energised the audience.”

Gautam Mahajan
President
Customer Value Foundation and Founder Editor of the Journal of Creating Value

“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.”

Marc Newey
Chief Executive
Roehampton Club

“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.”

Bruce Barclay
Senior Manager, EMEA Operations and Strategy Corporate Real Estate and Workplace
Dell EMC

“The blend of emotional intelligence and commercial acumen is rare! The dedication to customer service is an example to follow.”

Toby Turner
Managing Director
Holtby Turner

“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!”

Jo Berrington
Marketing Director
YOTEL

“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.”

Richard Barrett
Author of The Values-driven Organisation
Unleashing Human Potential for Performance and Profit

“An absolute pleasure to work with. Focussed on ambitious results but does what is right and leads in a truly inspiring way.”

Ravi Bhatnagar
Account Director
Land Securities

“Truly progressive thinking. The pragmatic approach to providing a customer experience achieves measurable return on investment.”

Steve Flaim
President of The Americas and Group COO
PTS Consulting

“I describe Alan as the most HR savvy operator I have ever met! What’s more he is great fun to work with.”

Jacqueline Moyse
Head of Organisational Development
Mandarin Oriental Hotel Group

“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.”

Tom Baigrie
CEO
LifeSearch plc

“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.”

Alon Rozen
Dean and Prof. of Innovation
Ecole des Ponts Business School, Paris

“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.”

David Callaghan
President
BQF

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