How to Intentionally Serve Your Premium Clients w/ Lisa Holladay

In today’s episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a premier high wealth membership organization.  Lisa has spent her career in service hospitality, with stops at Mercedes-Benz and Ritz-Carlton.  By viewing customers as owners, guests or members, each of these brands have created more personal relationships, resulting in more memorable experiences.  We break down the principles that make these brands synonymous with guest experience, from their customer framework to the strategies that empower staff, encourage trust and enable transparency within the memberships.  -----Show Notes3:12    Lisa’s Career “Homes”6:00    Guests vs. Owners vs. Members8:09    From Rational to Emotional Purchases9:47    What is Tiger 21?15:18  It’s the Little Things That Matter 20:38  Curating Trust and Transparency in Community26:28  KPIs to Building a Successful Community29:30  Recognizing Loyalty34:16  Joshie the Giraffe and Empowering Staff40:00  The Value of Kudos41:28  Linking Experience to Brand Promise46:35  Hot Take: Don't Fake It ‘til You Make It<br/><br/>-----<br/><br/>For more on topics covered in this episode:Tiger21Ritz-Carlton and Joshie the GiraffeConnect with Lisa on LinkedIn or Instagram