The Expertise of Emotionally Intelligent Luxury

Hosted by The Luxury Institute

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Latest episode

Jan 2024

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About the show

Luxury Institute is the world's most trusted research, training, consulting, and elite business solutions partner for luxury goods and services brands. In the last 20 years, Luxury Institute has served over 1,100 luxury and premium goods and services brands. In this podcast, Milton Pedraza, Luxury Institute CEO, shares insights into the latest luxury trends, insights, and interviews top-tier luxury experts and executes across healthcare, retail, technology, wealth management, yachting, and more.

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55 recent

January 25, 2024Episode 117 min

Priorities, Myths and Realities of AI in Luxury Goods and Services

AI is here to stay. That is a fact. How the luxury industry, a business segment that has always stood for delivering the best of the best products, services, and client experiences chooses to use AI requires deep consideration. Luxury Institute recently conducted a qualitative survey with 22 luminaries from its Global Luxury Expert Network (GLEN) and asked them to weigh in on the most important initial business uses of AI and the myths luxury brands should confront as they engage with vendors to implement AI. In Luxury Institute's January 2024 white paper, we share their collective responses to critical AI questions.Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

September 20, 2023Episode 1526 min

Extraordinary Customer Experiences - A Series: Clienteling

In Chapter 8 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss Clienteling: an essential element of any customer journey. Clienteling, if approached as a means to earn, create and nurture trust, activate referrals, and be an ethical, trusted superconnector, will be far more effective in creating extraordinary customer experiences and building long-term customer relationships.Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

September 8, 2023Episode 1427 min

Extraordinary Customer Experiences: A Series - The Demise of the Luxury Department Store Experience

In Chapter 7 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss the recent headlines featuring “luxury” department stores: Nordstrom, Saks Fifth Avenue and Neiman Marcus. When was the last time you heard a story of an extraordinary customer experience occurring at these “luxury” department stores? And yet, Bergdorf Goodman and Harrods continue to thrive. There are a multitude of reasons why.To share your ECE story - one you've received, witnessed, or delivered - or learn more, visit LuxuryInstitute.comFollow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

August 23, 2023Episode 1339 min

Extraordinary Customer Experiences: A Series - Does AI Have a Place in Extraordinary Customer Experiences?

In Chapter 6 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss the role of AI in empowering and equipping luxury professionals to create Extraordinary Customer Experiences. What is the role of AI in the customer journey in luxury retail, luxury travel, and luxury real estate? How can AI positively impact the experience the professional provides? How can it be the demise?Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

August 9, 2023Episode 1237 min

Extraordinary Customer Experiences: A Series - Trust and Loyalty

In Chapter 5 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss trust and loyalty. How do we build trust and loyalty? Can you have loyalty without trust? What is trust without loyalty? And how do trust and loyalty impact your ability to create extraordinary customer experiences?Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

August 3, 2023Episode 1124 min

Extraordinary Customer Experiences: A Series - The Making of an ECE Expert

In Chapter 4 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss the expertise required to become a master of creating and delivering ECEs: become a high-performance relationship builder using emotional intelligence and self-mastery.We cover the 2 elements of Luxury Institute's Mastery of HNW Relationship Building course: Lead with Emotional Intelligence and Achieve Self-Mastery. To learn more about the course, visit LuxuryInstitute.comFollow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

July 27, 2023Episode 1031 min

Extraordinary Customer Experiences: A Series - Everyday ECEs and The Missed Opportunities

Luxury Institute's latest podcast series explores Extraordinary Customer Experiences (ECEs) and the emotional intelligence elements required by top professionals to deliver them consistently and successfully. In Chapter 3 , Luxury Institute explores different ways to deliver everyday ECEs, the missed opportunities to create them and how fear plays a significant role.Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

July 20, 2023Episode 922 min

Extraordinary Customer Experiences: A Series - The Rare vs Everyday ECEs

Luxury Institute's latest podcast series explores Extraordinary Customer Experiences (ECEs) and the emotional intelligence elements required by top professionals to deliver them consistently and successfully. In Chapter 2, Luxury Institute defines the rare vs the everyday Extraordinary Customer Experiences and share ECE stories of three leading luxury brands: Cartier, Brunello Cucinelli and Aman. Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

July 5, 2023Episode 817 min

Extraordinary Customer Experiences: A Series

When was the last time you created an extraordinary experience for another human being? Or as a customer, when was the last time you had an extraordinary experience that you couldn't wait to share with the world? Or when was the last time you witnessed someone deliver an extraordinary experience for their customer? What made it so extraordinary? In this podcast, Milton Pedraza, Luxury Institute CEO, and Katie Sousa, Senior Consultant, share how extraordinary customer experiences are created and delivered by those who utilize their expertise, with human empathy, trustworthiness, and kindness all through the lens of their own creativity. Luxury Institute would love to hear your extraordinary customer experience. When was the last time you delivered, received or witnessed an exceptional customer experience? You can share a short video or simply comment below. Let’s celebrate the heroes of extraordinary customer experiences. We look forward to hearing your story!Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com

June 8, 2023Episode 736 min

Creating a High-Performance Relationship Building System

Luxury Institute recently launched its online education course, The Mastery of HNW Relationship Building, which is built on the fundamentals of its proprietary Luxcelerate High-Performance System. On Thursday, June 8, Milton Pedraza, Luxury Institute CEO, provided a behind the scenes look into the empirical research and proven best practices that created its High-Performance Relationship Building System. A system that has been used by leading global luxury brands and the highest performing sales professionals in luxury real estate, fashion and leather goods, jewelry and watches, wine and spirits, wealth management, hospitality, medical and more. Now, through The Mastery of HNW Relationship Building online course, we are extending this System to anyone who serves - or would like to serve - affluent, HNW, or UHNW clients. Through this course, you can achieve the skills of high-performance relationship building using emotional intelligence and self-mastery to drive results.Follow us @officialluxuryinstitute | Contact us LuxuryInstitute.com