Case studies

Customer service employees are the face of the organisation

Here are some examples of case studies to give an idea of the sort of SERVICEBRAND projects that can be delivered. These can be discussed in more detail where there is specific interest because projects are all tailor-made and can vary enormously eg from a comprehensive SERVICEBRAND scope with 14 workstreams globally for a major automotive company to a standalone 31Practices values initiative for a UK financial services business to an EMEA supply chain service excellence culture programme. The objective is always to drive measurable success through inspiring positive employee behaviour to deliver outstanding customer experience, aligned to the organisation brand and values.

“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