Post by Francesca Danzi

More contact does not mean more relationship. For most luxury clients, it just becomes noise. That is one of the things I explore in my interview with Luxury People Magazine, alongside what actually drives loyalty at the top tier, why the gap between a leader's intention and their impact is often where the most expensive problems live, and what I believe will separate the brands that lead over the next five years from those that lose ground. We also go into discernment and attunement, two capabilities that I think define the next era of luxury client experience , and why the ability to hold strategic tensions, rather than resolve them, is increasingly the discipline that determines performance. The full interview is in Issue 5. Link in the comments. Boston Consulting Group (BCG) Hult International Business School Sotheby's Institute of Art #luxury #clientexperience #leadership #luxurystrategy #brandstrategy