21. I seek fresh thinking and welcome a similar approach from others

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.

Search for the hero

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”

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What gets measured gets managed…

“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 […]

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When in Rome…

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 […]

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It’s not what you do…

The holiday season is a great time to take time to relax with family and enjoy new experiences.  From a work perspective it is a valuable time to recharge the batteries and refresh thinking to return to with a renewed sense of purpose and energy….but, personally, it is also a time to be tuned in […]

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Are values really that important?

Organisations invest time and money in articulating their values so must consider that they are important yet very few individuals seem to do the same. Why is this? This question was considered by over two hundred professionals and academics last month in a Harvard Business Review group discussion on LinkedIn which covered a multitude of […]

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