Over the Easter holidays I was reminded of the interdependence of brands (products and SERVICEBRANDs): Last October I bought a pair of Brooks running shoes from the shop at my local David Lloyd Leisure Centre. Unfortunately they developed holes in the mesh toe covering. As I only run on Saturdays and Sundays, my expectation was […]
This page is to give some further insight into our view of SERVICEBRANDs and how the three areas of customer experience, employee engagement and brand DNA relate to each other. In addition, there are some photographs I have taken to offer a distraction (if needed!) and my own personal 31Practices on a daily basis. It would be great to receive any thoughts and comments.
This article “Building a Culture: You Need to Harness the Value of Core Values” was in the top 50 most popular articles on TLNT.com in the whole of 2014. In summary, there is an explanation of what values are and why they are important, increasingly so in our super-connected world. The article goes on to […]
This question Can we measure behaviour? asked by Aga Yamin received over 1000 responses which prompted a collaborative effort with Pat Keith to produce a summary of the comments. We did this to help make the topic more accessible for everybody and inspire further discussion. What a wonderful connected world we live in. Download the […]
Last night at the Theatre Royal Drury Lane, Heather Small was singing one of her best known songs and the chorus is as follows: “You’ve got to search for the hero inside yourself Search for the secrets you hide Search for the hero inside yourself Until you find the key to your life”
“What gets measured gets managed” is an often quoted maxim in business. But it is a potentially dangerous approach in situations of complexity, subjectivity and perception. SERVICEBRANDs are a case in point where the people element and emotional engagement are such fundamental parts of the customer experience. The aspects that are easier to manage (eg […]
Cast your mind back to the summer and a holiday or trip you may have enjoyed. Consider what stays with you in the way of a memory and you will probably realise that, rather than the sights or facilities, some of the strongest memories are of interactions with people. Here is an article featuring a […]