5-Star Service

When discussing customer experience in luxury and ultra-luxury, there’s one critical point that underscores everything, and it drives me...

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...

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

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

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...

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

Over the next three days, I’m sharing three of my top eight trends in Experience for 2024. Today, we are starting with “The Five-Star...