The 31 Practices

Although this excellent book is primarily aimed at organisations, there is much that the individual reader can learn about values and their application, with corresponding resources on the web site www.31practices.com. It is instructive to learn that 70% of customer brand perception is determined by their experience of employees and 41% of customer loyalty is due to employee attitude. These statistics demonstrate the importance of company ethos underpinned by company values, as also shown by the many examples cited in this interdisciplinary book. This ethos affects not only customers, but also employee satisfaction and loyalty. As one might expect, the book consists of 31 chapters, with beautiful accompanying photos by Matthieu Ricard. The five main headings are customer service, respect, integrity, excellence and innovation within which sit themes such as purpose, inspiration, happiness, mindfulness, discipline, change, wisdom, resilience, choice and leadership. Being is seen as important as doing, with an equal emphasis on mind, heart and body principles and many stories as well as apposite quotations to bring the points home. We can all use this highly informative and practical book to work through our own core values and align the way we think, feel and behave.