SPEAKER PREVIEW: Why customer service counts at Arsenal FC
Recognised as ‘world class’ in its entirety, Emirates Stadium’s premium seat offer changed London’s hospitality landscape when it opened in 2006.
Since then, the club has continued to ‘stay ahead of the game’ with new spaces, services and segmented offers.
Alongside the physical infrastructure, the club has invested in creating an unsurpassed service culture for both matchday and non-matchday customer experiences.
MEASURING SUCCESS
But how does the club measure its success in ‘delivering excellence’ and why does it matter?
We are delighted to welcome Charles Bruner, Premium Sales Manager, Arsenal FC/Emirates Stadium as a guest speaker in the international speaking line up at Premium Seat Seminar 2013 to offer some insight.
Charles is responsible for leading the Premium Sales team selling the 7,000 premium seats & corporate hospitality options on the Club Level at Emirates Stadium.
The Club Level generates approximately £30 million annually for Arsenal.
“Providing best in class service in all aspects of sales and service not only ensures satisfied clients and members,” explains Bruner. “But also impacts how we gain new business and grow our existing client base”
LEARN MORE
>> Join us at Premium Seat Seminar 2013 in Manchester on 5 June and learn how Arsenal FC continues to refresh its premium offer and how it uses service quality goals to drive renewals and new sales. REGISTER NOW >>
About the speaker:
Charles started his sports career at the age of 16 working on the ground crew for the Cincinnati Reds (MLB). He moved to the UK from the US in 2004 to complete his BA in International Hospitality Management and has worked in varying capacities for several sporting organizations and international hotel chains including Chelsea Football Club and Millennium Hotels.
Today, Charles Bruner is responsible for leading the Premium Sales team selling the 7,000 premium seats & corporate hospitality options on the Club Level at Emirates Stadium. The Club Level generates approximately £30 million annually for Arsenal.
Arsenal is one of the leading clubs in world football with a strong heritage of success, progressive thinking and financial stability. In 2010, Forbes ranked Arsenal as the third most valuable football team in the world, after Manchester United and Real Madrid, valuing the club at US$1.2bn.
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