What does luxury really mean in today’s experience economy? The answer might surprise you.
Joining us on this eye-opening CX Pulse Check episode is luxury experience expert Neen James, who shares groundbreaking research revealing that luxury isn’t about price tags—it’s a mindset with four distinct profiles. Yet regardless of which luxury mindset we embody, we all agree on five essential characteristics: high quality, long-lasting, authentic, unique, and indulgent.
“You don’t have to have a luxury product to provide a luxury level of service,” Neen explains, unlocking possibilities for businesses across every industry and price point. Her research definitively proves what many have suspected: luxury is increasingly about experiences rather than possessions, and about feeling genuinely seen, heard, and valued.
We explore fascinating real-world applications, from wealthy travelers choosing cooking lessons with Italian grandmothers over five-star hotels to Louis Vuitton’s theatrical ship-shaped flagship store in China.
Perhaps most applicable for everyday business is our discussion of Starbucks’ ambitious four-minute service goal. As Neen advises, we must “think like a concierge, not a bellhop,” transforming transactional relationships into meaningful connections through what she calls “systemized thoughtfulness.”
The insights from this conversation apply whether you’re running a coffee shop or a luxury retailer.
Don’t miss Neen’s upcoming book “Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business,” launching October 14th with pre-orders available now. Visit neenjames.com to learn more.
About Neen James:
Neen James is a leadership strategist, dynamic keynote speaker, and the author of Folding Time, Attention Pays, and the upcoming Exceptional Experiences. With boundless energy, quick wit, and actionable insights, she serves as a confidante to C-suite leaders to help them elevate experiences and achieve greater focus, communication, and influence. Recently appointed to the board of the World Luxury Chamber of Commerce, James has been named one of the Top 30 Leadership Speakers by Global Gurus multiple years in a row for her work with some of the world’s most prestigious brands, including Viacom, Comcast, Virtuoso Travel, Four Seasons, and the FBI. She empowers individuals to prioritize what matters most so they can create exceptional experiences that drive results and foster lasting connections. Originally from Australia, James is living her best life in Tampa, Florida.
Follow Neen on…
LinkedIn: linkedin.com/in/neenjames/
Instagram: instagram.com/neenjames
YouTube: youtube.com/user/AussieNeen
Articles Mentioned:
Luxury Travelers Prefer Spending Thousands on Authentic Nonna’s Kitchen Over Lavish Hotel Suites (Investopedia)
A luxury experience in China: Global high-end brands bet on conceptual stores to revive sales (Reuters)
Brian Niccol wants your Starbucks drink to be made within 4 minutes of ordering (Yahoo! Finance)
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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