Customer Experience

Not choice. Not exclusivity. Not rarity. One word: Primacy. The brands that dominate aren’t just admired or respected. They occupy first position in a client’s emotional hierarchy. Primacy means you aren’t one of many. You are the one. 🔹 The first name that rises to mind. 🔹 The automatic reference point. 🔹 So embedded in memory and meaning that every other option feels like comparison shopping. Yet many luxury companies are content to sit in the “consideration set.” They d

When your name, face, and fortune are endlessly indexed, published, and pursued, what becomes priceless is the ability to vanish. To exist beyond the algorithms. To live where no spotlight can follow. But disappearance creates a different hunger: community. Because at this level, the rarest privilege isn’t another profile, another award circuit, or another publicized “can’t-miss” summit. It’s to belong somewhere private. To be among peers who’ve also stepped off the grid. And

As a girl, I pictured crossing the world on my horse, Fiddle. Today, the journey looks different: ideas turned into intellectual property, execution with global scale, and client outcomes that set new standards. These forces have fueled our expansion across continents, earned us Business Growth of the Year at the Innovation & Excellence Awards - and delivered the only growth that matters: the kind our clients achieve, reshaping markets, redefining loyalty, and setting the ben

A luxury client built everything around innovation. But their true competitive moat came from somewhere entirely unexpected. The...

Once mythic. Now manufactured. Ultra-luxury’s fatigue is showing. They’ve become the “holy trinity” of luxury activations: the default...

When a Fortune 500 Tech CEO says his goal isn’t another product demo but to make customers question their own service standards, you know...

When brands believe their product alone can carry the experience, they’re already eroding the bond with the customer. It’s very dangerous...

I just spent a month speaking with 40 millionaires and billionaires and most luxury brands should be terrified. These are the clients...

Luxury is facing its reckoning — and it’s not just about the economy. Two forces are quietly killing some of the world’s most iconic...

I can learn more about your brand from three of your emails than from your entire marketing portfolio. And for most companies, that’s not...

Earlier this week, someone DM’d me a screenshot of a ChatGPT search result. It listed the Top 20 Luxury Travel Marketing & Guest...

3 weeks on the road. 2 countries. 3 consulting clients. 2 keynotes. 1 executive retreat. 1 brand-new workshop (previewing now). 5...

I recently mystery shopped a well-known luxury brand wearing drugstore flip-flops. They treated me like I didn’t belong. And wow did I...

It’s a business advantage. In our work, we bring a deliberate urgency and precision that aligns strategy directly to execution. There’s...

What do trail running in bear country, and leading a luxury customer transformation, have in common? You don’t get a second chance to get...

Most brands obsess over what they say. The best ones obsess over what people feel when nothing is being said. Let me show you what I...

If your CX Workshop doesn’t change metrics, it’s just theater. Most CX workshops feel like a spa day for your team — inspiring,...

Scaling luxury in East Asia isn't about replication - it’s about reverence. We recently consulted for a high-end direct-to-consumer...

Yesterday, we delivered a 90-page Customer Experience Audit Report to the leadership team of a major Auto Dealership Network. This client...

We work in the world of luxury and ultra-luxury often, and in the past 12-months I have seen more and more “experiences” in this space...