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Premium is the new black

15.00

Successful organisations recognise that in a new and changing world, excellence in customer experience is the next great battleground. “Premium is the New Black”.

The key principle at the core of this practical guide is how to ensure your customers have consistently great experiences – making them more likely to buy from you repeatedly and become strong advocates for your brand.

With every passing day, the speed and complexity of change accelerates exponentially. Businesses around the world and across different sectors are trying to be even more relevant in a new marketplace. Successful organisations recognise that excellence in customer experience is the next great battleground. “Premium is the New Black”.

The lessons learnt from working with some of the best global brands and shared in this book, can be applied to all industries in B2C, B2B and the Public Sector. The key principle at the core of this practical guide is how to ensure your customers have consistently great experiences – making them more likely to buy from you repeatedly and become strong advocates for your brand.

“Retailers too often focus on the traditional elements of the marketing mix and ignore the fact that the customer experience factor is the primary determinant in driving increased sales. Alan brings a unique customer experience perspective to sales and marketing strategic discussions. I would recommend this book to any person or organisation that is focusing on improving sales performance.”

Leo Crawford, Group CEO – BWG Group

“Alan has many years experience of directing the focus from customer service into customer experience. His expertise will be of huge help to those in B2B or B2C who are looking for how to move their agenda forward.”

Colin Gordon, CEO – Glanbia Consumer Foods

SKU: B001 Category:

Description

IMPORTANT NOTE: To purchase a bulk order of books of over 10 units, please email Alan O’Neill on: alan.oneill@kara.ie

Additional information

Weight 100 g
Dimensions 24 × 16 cm

4 reviews for Premium is the new black

  1. Stephen McNally

    Alan O’Neill has completed some inspirational work for us at Dalata Hotel Group plc over the past number of years. His insight into customer experience and customer thought process is second to none. The timing of this book is excellent, as the world of digital collides with traditional hospitality and customer service more frequently.

    Those of us in the business of selling will find this book provides us with the wisdom and tools to increase sales.

    Stephen McNally
    Deputy Chief Executive, Dalata Hotel Group plc

  2. Joe Walsh

    BT has worked with Alan O’Neill, not just to help with our own customer service, but to educate our customers on how they can help their customers. You can’t ask for any more than Alan’s track record of success. His insights garnished from customer service case studies across all industries make him a front runner in his field.

    Joe Walsh
    Head of Unified Communications, BT Telecom

  3. Donnie Tantoco

    Alan is one of the most brilliant minds in change management and retailing in particular. Before engaging him for Rustan’s, I heard nothing but good things on the work he did for Selfridges. I was impressed by the breadth and depth of his knowledge on two critical areas: company culture and the customer experience.

    I have learned from Alan, that even in this digital era the secret sauce of an organization is people. Alan has useful insights on how to disrupt yourself but in a way that has clarity, that is still true to your dna, and at the end of the day is still about people. Alan completed a project for us where we picked his brains and connected with his wisdom and passion. That was fascinating and enlightening. I can’t wait to read this book.

    Donnie Tantoco
    President, Rustan Commercial Corporation, Philippines

  4. Jacqueline Gold CBE

    The retail landscape has become a battle-ground for customer loyalty. The recent cycle of heavy promotional activity to drive footfall is unsustainable, and businesses have to adapt to become a truly customer-led organisation to survive.

    At Ann Summers, I have worked with Alan over a number of years, and highly value his expertise in creating a future-facing retail business that moves us from a transactional, profit driven model to a purpose-driven brand, inspired and led by our customers. Alan helped us to see that we need to surprise and delight our customers, to attract new customers to our brand based on great product and experiences whether they shop with us in store, online or at a party.

    Jacqueline Gold CBE
    CEO, Ann Summers

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