Modern Luxury

I still hear brands talk about personalization like it’s progress - but in this space, it’s proof that you are already way behind. In...

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 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...

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

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...

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...

This morning, I was a featured speaker for a CEO round table on the future of global luxury, and the conversation soon turned to what...

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...

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

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 I kept waiting to read commentary that wasn’t old-fashioned, outdated,...

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...

Impressing the Modern Luxury consumer has become harder and harder in the last 24 months. We see this manifest in consumer buying...

This week one of my favorite events is happening in NYC: The Luxury Women Leaders' Summit! Luxury Roundtable always pulls together bright...

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