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The 31 Practices by Alan Williams, Dr. Alison Whybrow

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CHAPTER 1 INTRODUCTION

Simplicity is the ultimate sophistication

Leonardo da Vinci1

In our super-connected world, organizations’ brands and reputations are shaped to a far greater extent by the personal experience of their employees and customers. We already know that 70% of customers’ brand perception is determined by their experience with the organization’s employees2 and 41% of customers are loyal due to employee attitude3. Authenticity from the tip to the root is the new Holy Grail for organizations. This book shows how an organization’s values and brand can be translated into the daily practices and behaviour of their employees, drawing ...

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