ICON DIAGNOSTIC
A Complete View of Experience Performance, Built for Organizations Where HNW and UHNW Client Relationships are The Business.
The ICON Diagnostic delivers a precise, experience-grounded view of how your business is performing and what it will take to move it forward.
In HNW and UHNW environments, experience performance is directly tied to retention, referral, and enterprise value. The ICON Diagnostic identifies where performance is strong, where it is constrained, and what actions will have the greatest impact across your operation.
This is a deep diagnostic across your experience, your systems, and how both are interpreted by your clients.
Every organization is placed on the ICON Index, The AHA Group’s standard for experience performance in HNW and UHNW environments, providing a clear view of where it stands and where it can go next.
More than ninety ICON Diagnostics have been completed across leading ultra-luxury hospitality, branded residences, private aviation, yachting, private clubs, luxury automotive, wealth management, luxury retail, and other sectors where client experience is a material driver of trust and enterprise value.
How Organizations Use the ICON Diagnostic
The ICON Diagnostic is used by organizations seeking clarity and momentum.
Performance Verification
Confirm where performance stands and identify blind spots not visible internally.
Targeted Performance Diagnosis
Isolate and understand issues such as underperforming locations, inconsistency, or declining metrics, and define what is driving them.
Pre-Investment and Growth Decisions
Establish a clear baseline before expansion, repositioning, or investment.
Leadership Alignment
Create a shared, experience-grounded view of performance across executive teams.
A precise understanding of performance and a clear path to strengthen it.
A precise understanding of performance and a clear path to strengthen it.
What Makes the ICON Diagnostic Different
The ICON Diagnostic is built from two integrated capabilities that rarely exist together. Most firms operate in either research or execution. The ICON Diagnostic integrates both:
Research Practice
Focused on how HNW and UHNW clients evaluate experiences, make decisions, and form loyalty.
Consulting Practice
Focused on designing and implementing experience models in complex environments.
This combination ensures the diagnostic reflects:
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How clients interpret performance
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What it takes to improve it
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What is operationally realistic
It also operates across and within industries.
HNW and UHNW clients compare experiences across sectors. Most organizations are built within one.
The ICON Diagnostic bridges that gap, bringing both intra-industry expertise and cross-industry perspective.
The ICON Index
Every organization is placed on the ICON Index, The AHA Group’s standard for experience performance in HNW and UHNW environments and a reference point for performance at the highest levels.
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It was developed from hundreds of engagements across diagnostics, consulting, research, and advisory work, establishing a reference point grounded in real operating conditions rather than theoretical models.
It is a structured evaluation of how an experience performs, how it is built, and how it is interpreted across the business.
It reflects:
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Intra-industry and cross-industry performance at the highest levels
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Behavioral insight into how HNW and UHNW clients evaluate
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The systems and structures required to deliver consistently
It establishes a clear position: where performance is strong, limited, misaligned, and where it can go next.
Diagnostic Architecture
The ICON Diagnostic is a multi-layered analysis of experience performance across the business.
It does not isolate touchpoints. It evaluates the system.
The work integrates:
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Direct evaluation of the experience
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Analysis of systems, structures, and materials that support it
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Client interpretation through HNW and UHNW perspective
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Cross-industry comparison
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Assessment across locations and regions where applicable
This creates a complete view of performance from multiple vantage points.
The ICON Dimensions
The ICON Diagnostic evaluates performance across a defined set of dimensions that determine how an experience is understood, delivered, and sustained at the highest levels of the market.
These eight dimensions form the foundation of the ICON Index.
1. Entry & Calibration
How quickly and precisely the organization reads, interprets, and adapts to the individual.
2. Recognition & Relationship Depth
How effectively knowledge of the client is built, retained, and evolved over time.
3. Service Judgment & Response
The quality of decision-making, adaptability, and control in dynamic situations.
4. Experience Architecture & Flow
The structure, pacing, and progression of the experience as it unfolds.
5. Consistency & Performance Control
The reliability of delivery across people, locations, and conditions.
6. Brand Expression in Experience
How clearly and distinctly the brand is translated into action and environment.
7. Hospitality & Emotional Intelligence
How the experience is perceived, felt, and remembered.
8. Operational Precision & Coordination
The execution, alignment, and control that underpin delivery.
Each dimension is evaluated in depth and in relation to the others, creating a complete view of how the experience performs as a system.
What Clients Receive
The ICON Diagnostic delivers a full view of performance and a defined path to strengthen and elevate it.
This includes:
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A comprehensive, in-depth report with detailed scoring across ICON Dimensions
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Expert commentary, supporting data, and experience-based interpretation
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Identification of performance patterns, gaps, and defining moments within the experience
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Direct, experience-informed recommendations grounded in real operating models
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Clear priorities to strengthen and elevate performance
The work is structured for executive use and delivered through a formal briefing for up to 10 senior leaders.
Every ICON Diagnostic is delivered by the same senior team that designs and implements experience models for organizations at this level, not delegated to junior analysts or generalist consultants.
ICON DIAGNOSIC CONFIGURATIONS
ICON Essential
Starting at $95,000 USD
A focused diagnostic within a defined scope.
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Evaluation across four ICON Dimensions (client-selected)
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Direct assessment of the experience as it is delivered
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Targeted analysis of systems and structures
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Single location or concentrated region
Designed to provide clarity on performance, identify opportunities for improvement, and define a focused path forward. Includes a structured executive briefing for up to 10 senior leaders.
ICON Full
Starting at $150,000 USD
A comprehensive diagnostic across the full experience system.
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Evaluation across all eight ICON Dimensions
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Broad assessment of the experience across the business
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Complete analysis of systems and structures
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Multi-location, regional, or multi-continent evaluation
Designed to establish a complete view of performance and define a structured path to elevate it across the organization. Includes a structured executive briefing for up to 10 senior leaders.