Hop aboard the Customer Experience Bus with your host, Dr. Joseph Michelli, for an enlightening journey with guest Alan Williams—Managing Director of Service Brand Global and co-author of The 31 Practices, The Values Economy, and Supercharging Customer Experience. In this episode, Alan breaks down how leaders can truly live out their organizational values to build high-performance cultures and exceptional customer experiences.
From translating values into daily behaviors to aligning brand identity, employee engagement, and customer outcomes, Alan shares actionable strategies and inspiring real-world stories—including the powerful impact of a night porter’s empathy and a receptionist’s attention to detail. Whether you're navigating a cultural transformation or just looking to elevate the service your team delivers, this episode is packed with practical insights.
💡 Tune in and learn how to:
Turn abstract values into measurable, daily actions
Empower employees through intrinsic motivation
Align purpose, people, and performance
🎧 Don’t miss this purpose-fueled episode—listen now on the Customer Experience Bus podcast!
To Reach Alan Williams:
Contact Information:
Website: SERVICEBRAND GLOBAL
Email: alan@servicebrandglobal.com
Phone: +44 (0)7875 200666
Books by Alan Williams:
The 31 Practices: Release the Power of Your Organization's Values Every Day
The Values Economy: How to Deliver Purpose-Driven Service for Sustained Performance
Supercharging the Customer Experience: How Organizational Alignment Drives Performance
My 31 Practices: Release the Power of Your Values for Authentic Happiness
