There are a lot of 5-star luxury hospitality brands, and I have led guest and employee experience projects for many of them. There is a...

I’ve been a bit quiet for the past couple of weeks because… I have been working alongside our clients and our teams at the firm to...

“Customers will tell us what they want. If we just ask them.” I hear this a lot. While data on customer preferences and insight is...

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

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

If you want to command a premium price for a commodity good, you MUST have a differentiated experience wrapped around that product...

Consumers are judging your brand based on their experiences with ALL brands. Not just your industry. Not just your “competitors”. They...

Experiences are my fuel. But experiences are also the fuel for customers, employees, leaders, and companies. Once you start to think...

Day 1 of the California Self Storage Association Conference in Napa was a wonderful example of what it means to create an environment of...

Transforming an organization that services luxury consumers, yet does so through contract labor, and a mobile place of business, presents...

The opportunity to test my mind and body is something I relish, and one of the reasons that I love the mountains. For me, nothing is as...

How would your organization rank? We just completed our 54th audit, this time for a luxury automotive company seeking deep insight into...

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

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

I was asked in session this morning what takes businesses from good to great. That is a complex question, but I highlighted the following...

We just completed our 50th Service and WOW Experience Audit, and over the next few posts, I will be highlighting some of the prominent...

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

Big ideas, breakthrough moments, and strategic planning! January has been full of team retreats, executive off sites, and leadership...

Anyone with an interest in finance will be familiar with the classic formula of a P/E ratio to measure a company’s relative value. In our...

Today, I am sharing my second of eight trends in Experience for 2024, and we are focusing on the new customer expectations around Wow...