Customer Experience

It ’s even better when it comes directly from your clients. Without our knowing, a group of our clients in the UK nominated us for a...

I design them professionally, I seek them personally, and I believe in their transformative power in business and in life. The best...

I had a first a few weeks ago after delivering a keynote to Sonic Automotive. They surprised me with a “Thank You” that really blew me...

Using age, spend, and demographic data to segment customers is very primitive. Yet, it’s still common place in lots of industries. If you...

I see a lot of people discuss “Customer Experience” like it’s a bolt-on to what they already do. It’s the thing you do after you sort out...

I've always believed in the power of "outlier" thinking. Challenging conventional thinking and embracing ideas born from diverse,...

Our firm was honored to design and implement the Customer Experience program for the largest ROLEX boutique in Europe and, last week,...

This article contains my commentary from a recent Ultra-Luxury mystery shop retail experience in the US. This boutique was one of the...

The luxury market has been volatile over the past twelve months. While some brands are scratching their heads or swapping out leadership...

When discussing customer experience in luxury and ultra-luxury, there’s one critical point that underscores everything, and it drives me...

Of late, I’ve been massively disappointed with the experiences I have in “luxury” hospitality. Rant in-coming. (read to the end for the...

This was originally planned as a 45-minute keynote, but after some great conversations with this client, we landed on 90-minutes instead...

Through our CX Audit practice, we’ve learned a lot about the current state of customer experience across industries and geographies. What...

These aren’t the sexiest part of a CX program, but they are four of the key components that drive measurable success when used in...

We build a lot of Experience Playbooks within our consulting practice. These are big bodies of work, usually upwards of 120 pages with...

I listened to a CEO give an interview today where he discussed personalization as if it - and it alone - creates a great experience. Is...

They confuse service with experience. These CEOs can’t wait to tell me about the “experiences” they create for customers. They usually...

It’s rare that I read an article this contrary to modern luxury. I kept waiting to read commentary that wasn’t old-fashioned, outdated,...

What is being recorded? The launch of a WOW! Playbook for one of our luxury clients. This is the culmination of an 18-month project that...

Over the past two weeks, I’ve been asked by many of our luxury clients and luxury analysts what I think of the Jaguar relaunch. After the...