Successful organisations recognise that excellence in customer experience is the new way to differentiate. It is the next great battleground. But ‘ordinary’ customer service is simply not good enough, Premium Is the New Black. Alan O’Neill has over two decades of experience helping international and Irish businesses effect change and provide better customer experience. He also writes a weekly business page in The Sunday Independent – Ireland’s best-selling newspaper.
Drawing on his work with brands that are household names at home and abroad, O’Neill outlines his advice in a highly structured and easy-to-read way – using real-life examples and insights gained in the marketplace. The lessons learnt from working with some of the best global brands are shared in this book, which can be applied to all industries in B2C, B2B and the public sector.
The key principle of this practical guide is how to ensure customers of all business types get great experiences consistently – making them more likely to buy from that business repeatedly and become strong advocates for that brand. Premium Is the New Black is a ‘must read’ for leaders and managers in all business sectors.
Alan O’Neill is a highly experienced Change Management Consultant, Keynote Speaker and Non-Executive Director. He is also a weekly columnist with The Sunday Independent, providing advice to readers on everyday business challenges.
For more than 25 years, he has supported iconic brands such as Selfridges, Dalata, Intel, Renault, St. Gobain, Sherry Fitzgerald and The UN (CTBTO) through change, helping them to refresh their culture and put the customer at the heart of all decision-making.
Alan has a reputation for being practical, and this book is full of very sensible ideas to help any business to increase its sales. With a number of Irish and international examples and stories, he outlines his advice in a highly structured and an easy-to-read way.