Supercharging Your Culture and Customer Experience

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:

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

   • Amazon Link

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

   • Amazon Link

3. Supercharging the Customer Experience: How Organizational Alignment Drives Performance

   • Amazon Link

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

   • Amazon Link