What the World's Most Enduring Luxury Brands Can Teach Every Business About Client ExperienceLuxury Isn't Sold. It's Experienced. By Ralph Pillot III, Chief Strategy & Operations Officer at Aurora InvestCo Throughout my career, I have often asked a deceptively simple question: Why do some organizations become part of people's lives while others merely complete transactions? Every industry offers...
By Ralph Pillot III Throughout my career, I have heard countless organizations talk about improving customer experience. Most focus on service standards, sales techniques, technology upgrades, or marketing campaigns. While all of those initiatives have value, truly exceptional customer experiences rarely begin with the customer. They begin with the organization itself. Years ago, while serving as...