What's New in the World of Experience

A collection of posts from our founder on all things experiential.

Customer Service

Humility > Hierarchy

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...

The AHA Group

Aug 6, 20251 min read

Spot the Difference? Service, Hospitality & Experience

One of my favorite moments on stage is when I deliver a series of stories that highlight the difference between service, hospitality, and...

The AHA Group

Jul 13, 20251 min read

95% of Businesses Fail at This One Thing

In my experience, less than 5% of executive teams exhibit the behaviors that I highlight in this article I authored for Entrepreneur....

The AHA Group

May 4, 20251 min read

Lessons About Service Recovery

Last week, on my way back from client trips in Europe and Africa, British Airways could have been the hero of my entire trip. Instead,...

The AHA Group

Apr 1, 20252 min read

What is one of the biggest mistakes companies make when focusing on customer experience?

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

The AHA Group

Feb 2, 20252 min read

I am one of those people, and I am not alone.

I will leave a brand I love if I have one bad experience. It does have to qualify as truly bad all around, but that’s enough for me to...

The AHA Group

Jan 28, 20251 min read

Some Sobering Statistics on Customer Service

What sobering statistics: Only 7% of American consumers believe their service interactions improved in the last year. 55% feel they have...

The AHA Group

Jan 28, 20252 min read

There is One 5-Star Service Skill That Separates Good from Great

Do you know what it is? The ability to anticipate needs and demonstrate it in EVERY interaction for EVERY customer. And the higher the...

The AHA Group

Jan 28, 20252 min read

10 Influential Women in Customer Service

73% of customer service agents are women! And 100% of customer service agents are a critical component of exceptional customer...

The AHA Group

Jan 28, 20251 min read

Great Service versus Creating Experiences

There is a HUGE difference between delivering great service and creating experiences. I see companies all the time that are delivering...

The AHA Group

Jan 28, 20251 min read

“We Thought We Were Delivering Luxury Experiences..."

“We thought we were delivering luxury experiences, and 45 minutes later, we are tearing up our playbook and starting over.” I just...

The AHA Group

Jan 28, 20251 min read

Begin With a Conversation

Organizations contact The AHA Group to discuss how they can strengthen the experiences they create for affluent and ultra-high-net-worth clients. We invite that conversation.

Sometimes that work begins around a consulting engagement.

Other times it begins with a diagnostic, keynote, workshop, or advisory discussion.

We welcome your inquiry through our contact page or directly to William Andrews at williama@ahaexperience.com.

Begin The Conversation