Speaker preview: The O2 – a customer service case study

Tuesday, May 08, 2012

Since opening its doors in 2007, The O2 has established itself as one of the world’s finest music, sport and entertainment venues.

Renowned for its commitment to service excellence, and world-class customer care, the venue has been honoured with a plethora of industry accolades, including being named as the world’s most popular music venue for four years running.

In addition to showing the British public just how entertainment should be done, The O2 is equally committed to transforming the VIP experience for its premium seating customers.

And, at Premium Seat Seminar 2012, Steve Brice, Vice President of Premium Seating, AEG Europe will join the international speaking panel in Turin to give delegates an operational insight into the world-class customer service on offer at The O2.

An experienced senior manager with proven ability in both the public and private sectors, Brice’s expertise is in operational and people management – with a strong commercial focus on delivery of customer service in the leisure, entertainment, event and sporting industries.

In Turin, Brice will explain how delegates can apply AEG’s lessons in quality assurance and customer care to their premium seat businesses.

“At The O2, our mission is to operate a world class destination that consistently delights our visitors,” explains Steve.

“We promise to do this through delivering Outstanding Venues, Outstanding People and Outstanding Experiences.”

Brice’s presentation will detail precisely how AEG aims to deliver each of these three components at the 23,000 seat London venue, to continually enhance the customer journey.

“There are a number of key initiatives we have implemented at The O2 to deliver the Outstanding Experiences to which we aspire, and a spectacular destination to which people will return.

“And I look forward to discussing these at the Seminar next week!”

LEARN FROM Steve Brice, and the leading industry practitioners from North America and Europe, only at Premium Seat Seminar – Europe’s first meeting dedicated to the sports sector’s premium seat, hospitality and suite market.

CLICK HERE TO JOIN US IN TURIN

ABOUT THE SPEAKER:

Prior to his appointment to AEG in 2008, Steve Brice managed the corporate hospitality, conference & banqueting transition for Arsenal Football Club from Highbury to Emirates Stadium. Owning the sales strategy, sales team performance and development, with sales growth from £6.5m to £40m. Key focus areas for the mobilisation of Emirates, included product development, and customer service vision, resulting in a successful, profitable first year’s operation.

Previously Steve held senior roles within the RHT group where he developed the conference and event strategy, standards and marketing activities resulting in 40% revenue growth, to a total turnover £20 million. Steve also managed the multi- million pound reconstructions and development of Sandown Park racecourse from May 2000 to completion in 2002, at the same time ensuring the commercial performance was maintained, formulation and development of new brand values for the re-launch of Sandown Park.

Steve is currently responsible for the strategic overview of all commercial and operational activities for premium seating across the AEG European venues, relating to the catering operation, Merchandise, Hospitality sales, Premium sales, customer services.