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: [email protected]


Phone: +44 (0)7875 200666


Books by Alan Williams:


The 31 Practices: Release the Power of Your Organization's Values Every Day


Amazon Link




The Values Economy: How to Deliver Purpose-Driven Service for Sustained Performance


Amazon Link




Supercharging the Customer Experience: How Organizational Alignment Drives Performance


Amazon Link




My 31 Practices: Release the Power of Your Values for Authentic Happiness


Amazon Link

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