Luxury Service & Customer Experience Insights
Explore insights from luxury hospitality and leading brands, with practical lessons on customer experience, human connection, and exceptional service that any business can apply.
What the Ritz, Mandarin Oriental, and Dorchester Collection Master About Luxury Culture & New Hire Onboarding
Human Luxury Lesson: Onboarding is one of the most critical factors to successfully maintaining your brand reputation. Onboarding is not a one-time event. Instead, it’s a process that should be continuously refined. Strong reputations and premium culture are built through what’s taught, presented, and allowed in the day-to-day business.
Pasta|Bar: Removing the veil from kitchen to table. Creating an unconventional Michelin-star dining experience, with a tattooed chef and 90’s R&B.
Human Luxury Lesson: What happens when you break all the rules and have an unconventional approach to fine dining? It just might get you a Michelin star for six consecutive years.
Jaclyn Sienna India provides luxury travel services to the top 1%. Clients pay $150k/year for access. But she sells things that money can’t buy.
Human Luxury Lesson: Pricing alone doesn’t equal exceptional experiences. Keeping the unique client in mind and shaping opportunities around that person is one of the best ways to create the highest value. The more uniquely personalized your work is, the more exclusive you become.
Aman’s Ultra-Luxury Approach: Presence Over Performance
Human Luxury Lesson: What happens when you don’t sell luxury as the bottom line, and instead you sell guests peace and belonging? This is what the Spirit of Aman teaches us.