31Practices – The Book

In our super-connected world, brands and reputations are shaped to a far greater extent by the personal experience of employees and customers. Authenticity from the boardroom to the frontline customer experience 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 a golden thread from the boardroom to the front line customer experience.

The 31Practices method weaves together principles and practices from psychology, sociology, philosophy, neuroscience, leadership and business to significantly enhance customer and employee satisfaction and loyalty.

It has been successfully adopted by large and small companies, across sectors from around the world.

“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



About the authors

Alan Williams
A leader of values-based strategic implementation in service organisations globally and in the UK.

Alison Whybrow PhD BSc CPsychol
An award winning Chartered and Registered Psychologist and Supervisor who coaches senior and high potential leaders across industry sectors

We are grateful to Matthieu Ricard for the use of his beautiful photography on the cover and introducing each of the 31 Chapters


Book launch event, Herman Miller, London, 22 October 2013