Management, Organisation Culture and Customer Experience.
In Culture Matters: The Four ‘Must-have’ Values to Supercharge Your Business, Alan O’Neill makes an overwhelming case for organisational culture and health eclipsing all other matters. After all, a carefully designed culture presents any organisation with the foundation for differentiation and success.
Drawing on his extensive experience consulting with global companies, Alan cleverly weaves the learning into an easy-to-absorb modern business fable. Set on the beautiful River Shannon in Ireland, prepare to be mesmerised with relevant real-life examples that will inspire you to refresh your culture.
This book shows how to achieve sustainable growth. Its far-reaching impact extends to all types of organisations, business schools, and career-minded individuals.
MADE A BIG IMPACT“Having made a number of acquisitions in recent years, we prioritized culture as the golden thread to bring all businesses together. Alan O’Neill navigated us in embracing and tailoring the guiding principles outlined in this book. They have made a big impact on our customers and our own teams.”
A PASSION FOR PEOPLE AND CULTURE“In the 21st century, Culture has changed its spelling. Kulcha is the escape from Culture. It’s local. It’s informal. It’s grassroots digital. And it’s gender‐less. I have known Alan for 20 years and worked side by side with him on a number of projects. His passion for people and culture flows through these pages. I have seen first‐hand how he influences the leaders of iconic brands to put customer and people first. He gets it!”
A CAREFULLY DEFINED CULTURE“Every single day brings new challenges for the world of retail. As an industry, we are at the forefront of changes in customer behaviours. We have seen probably more disruption than most other sectors. A carefully defined culture is the constant that enables organisations to get ahead of change, even in a crisis.”
THE 4-VALUES RESONATE WITH US“As one of the oldest companies in Dubai, heritage and culture is very important to us. The four values outlined by Alan here in this book resonate with us too. We put customers at the heart of all we do and we pride ourselves on our great people. As a leader in a fast‐moving industry, we must continue to be agile in order to sustain our success.”
LINKS TO REAL COMMERCIAL RESULTS“As the internal lead for a culture refresh programme in our multinational group, we engaged Alan O’Neill for external support. His empathy for the business and our people was refreshing. His clarity of thought and practical approach made the journey a lot easier. What I particularly like about Alan’s approach is how he links culture to real commercial results. I can relate to so many of the anecdotes outlined in this book.”
Culture Matters: Free Book Chapters
Enter your email address to request your free chapters. You will also get a monthly email with 1 idea you can read in less than 3 minutes and that will help you manage change, accelerate your vision and supercharge your organisation’s culture.
Premium is the new black
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.
UNIQUE CUSTOMER EXPERIENCE PERSPECTIVE“Retailers too often focus on the traditional elements of the marketing mix (product, price, place and promotion) and ignore the fact that the Customer Experience factor is the primary determinant in driving increased sales. We in BWG have successfully engaged with Alan on a number of strategic projects in recent years. Alan brings a unique Customer Experience perspective and dimension to sales and marketing strategic discussions. I would recommend this book to any person or organisation that is focusing on improving sales performance.”
EXTENSIVE RETAIL KNOWLEDGE“I am proud to say that I have witnessed Alan delivering outstanding seminars, presentations and small group development sessions and rarely have I experienced such a captivating leader and presenter. He has the unique talent of holding his audience in the palm of his hand and his extensive retail knowledge and experience is second to none. In my 35 years retail experience Alan is top of the league. I was also very fortunate to be mentored by him for sometime. A fantastic experience. If he offers this to you then you only need two words. Yes please!”
INTERESTING & PRACTICAL APPROACH“In my 20+ years’ experience placing some of the world’s greatest speakers with client companies, the subject of Customer Experience has never before been so prevalent. With all of the changes that digital brings, it’s the traditional approach to customer experience that has become more relevant than ever. But some elements of the traditional have also changed and in this book, Alan walks us through an interesting and practical approach that will suit any business. There is no doubt in my mind that ‘customer experience is the new battleground’ and that should be a mantra for every organisation, B2C or B2B.”
REFRESH OUR THINKING“Change and disruption are the new norms in business today. More and more of our clients are coping with that by staying focused on their customer. Customers are changing too and their expectations continue to grow. That applies to digital and traditional channels. Alan’s book brings us back to basics and challenges us all to refresh our thinking, putting customer experience at the heart of our decision-making. We have worked with Alan countless times as a speaker and our clients continue to be inspired by his practical tips and stories.”
MOTIVATION, POSITIVE INFLUENCE“Alan O’Neill has been an inspiration, not only in business advice through articles that he has written in the Sunday Independent, but also as a non-executive director to our not-for-profit charity (County Kildare Local Employment Service) based throughout Co. Kildare. We are a publicly funded Public Employment Service, and with the constant backing of Alan’s motivational, positive influence and endless energy, we have succeeded in meeting (and beating) targets, under-budget, and on time! His charismatic manner and powerfully upbeat drive, has opened doors for us that previously remained firmly shut! We thank him for his keen interest in our clients, our partners and in Corporate Social Responsibility… and for keeping our ‘full employment’ dream alive.”