Your weekly luxury industry thoughts,
best-in-class clienteling tips and
customer growth strategies.

Episodes

Steven Bartlett’s Lessons on Growth and Leadership

Explore how Steven Bartlett’s journey from corporate to entrepreneurship reveals timeless lessons in breaking self-imposed limits, strengthening resilience, moving fast with courage, and leading with purpose by making others the heroes of their own story.

47

The Art & Science of Pop-Up Success in Shanghai

Explore how blending Art (purpose, story, immersion) and Science (people, clienteling, follow-up) turns Shanghai pop-ups into lasting brand experiences.

46

What the Louis Vuitton Ship in Shanghai Missed

Explore how Louis Vuitton’s Shanghai ship exhibition revealed the gap between spectacle and sincerity - where stunning design drew the crowds, but lack of storytelling and forced flattery left the experience emotionally empty.

45

I Only Achieved Half of My Three-Year Business Targets…

Discover how three years of GC Consulting unfolded - not exactly as planned, but richer in global reach, industry impact, and human connection than any Excel ambition could capture.

The Bar, The Hotel, The Mattress: Summer Stories with Luxury Lessons

Discover how, in a challenging luxury market, human connection is the true differentiator as brands invest in clienteling to win loyalty.

43

Luxury Begins with Knowing Your Identity

Explore how a soulful week in Scotland with William Grant & Sons revealed that true luxury begins with knowing your identity, honoring your roots, and embracing the quiet power of patience, pride, and presence.

42

Six Reasons Your Clienteling Investment Isn't Delivering Results (Yet)

Discover six silent blockers that keep your clienteling efforts from delivering real results — and how to turn intention into impact.

The Quiet Power of Anticipation in Luxury

Explore how true clienteling begins before the appointment—through thoughtful anticipation, genuine presence, and intuitive care that leaves a lasting emotional impact.

40

I walked out of Gabriela Hearst Feeling Like a Millon Dollars

Explore how a fitting room, when infused with emotional connection, styling mastery, and sincere clienteling, can transform a spontaneous visit into a luxury purchase—and leave your client feeling like a million dollars.

39

From Self-Doubt to TEDx: A Journey Through Relationship Building

Explore how a journey from self-doubt in a San Francisco ballroom to speaking on a TEDx stage reveals the transformative power of relationship building—in career, business, and life.

Four People, Four Clienteling Lessons from New York

Discover how a five-day trip to New York became a living reminder that clienteling isn’t about transactions, but about nurturing human connections—past, present, and unexpected—that evolve, inspire, and ripple far beyond the moment.

37

The Most Important Human Skill to Master

Explore how mastering clienteling—the intentional, human art of presence, adaptability, and emotional connection—can transform everyday interactions into lasting relationships across any industry.

What I’d Change about My Corporate Life

Discover how balancing the Doing and the Being can transform a high-performing, fast-paced career from burnout to fulfillment - because no success is worth it if you’re absent from your own life.

35

Is Your Retail Team Living Your Brand Story?

Discover how even the most exquisite spaces can fall flat when presence lacks intention - true luxury lives in every gesture, every greeting, and every emotionally attuned moment.

34

Is Your Storytelling a Monologue?

Discover how to elevate your luxury storytelling from a monologue to a dialogue by co-creating emotionally resonant, brain-triggering narratives with your clients - making them not just listeners, but stars of the story.

33

The Art of Questioning

Explore seven types of questions—asked with genuine presence—that unlock client stories, deepen human connections, and elevate luxury clienteling beyond transaction.

I used to Think Luxury was Superficial

Discover how true luxury goes beyond price tags — "Luxury is only superficial if we allow it to be," and at its core, it's about presence, empathy, and making people feel truly seen.

31

Beyond the Facade: What Your Pop-Up Really Communicates

Explore how luxury pop-ups succeed when they move beyond aesthetics to craft emotionally resonant, narrative-driven client experiences that build lasting loyalty.

30

When Business Is Tough, Think Old School...

Discover how human-centered practices—like personal connection, full presence, and honoring commitments - can elevate client relationships and business success today.

29

What Sets the 1% Apart: Lessons from Luxury’s Q1 Shake-Up

Explore how shifting from business-centric to truly client-centric across KPIs, hiring, strategy, budgeting, and culture can drive lasting loyalty and sustainable growth for your.

28

Client-Centric vs Business-Centric: Which Side is Your Luxury Brand Really on?

Explore how shifting from business-centric to truly client-centric can drive lasting loyalty and sustainable growth for your luxury brand.

27

Is Your Chinese Hospitality... Hospitable?

Explore how Chinese hospitality—rich in tradition and generosity—can sometimes miss the mark in modern, cross-cultural contexts.

26

The Science of Small Talk: Mastering What You Say

Explore to identify someone's perception style—you can tailor your small talk to create instant rapport, turning casual conversations into meaningful connections.

25

The Art of Small Talk: Mastering How You Connect

Explore the art of small talk with the SPCV Model—Sincerity, Presence, Curiosity, and Versatility—to turn brief exchanges into meaningful connections.

24

What I Wish I knew Before Leaving Corporate for Entrepreneurship

Explore key considerations for transitioning from corporate to entrepreneurship: purpose, market fit, branding, and networking.

23

The Eight Human Touchpoints That Define Boutique Excellence

Explore the eight key human interaction touchpoints that define an exceptional luxury in-store experience that drives commercial excellence.

22

Client Development is a Necessity, not a Luxury

Discover why Client Development is essential—it drives growth, deepens insights, elevates brand positioning, embeds excellence, and builds brand advocates.

21

Micro Moments That Make or Break Client Loyalty

Discover the impact of micro moments that make or break client loyalty and how luxury business can identify and act on these micro moments.

20

Elevating Client Experience Without "Elevating" Budget

Share five ways to significantly enhance the client experience without affecting the bottom line.

Why are Your Top Performers Leaving?

Discover why your top performers are leaving—and how to keep them—by addressing growth, recognition, and engagement.

Are You Falling for Common Myths about Chinese New Year?

Share three common myths and how we can apporach them differently.

17

The 3-min Conversion Blueprint: Turning Walk-Ins into Buyers

Discover three-step strategy for your Client-Facing team to connect with walk-in customers and add value—starting with the very first moment.

16

10 Tips for Getting Your Luxury Business to Thrive in 2025

Explore ten strategies to empower your luxury business not only survives but flourishes in 2025.

Your 2025 Journey to Clienteling Mastery Starts Here

Discover the essence of clienteling mastery with real-world examples to foster lasting relationships in the luxury market of 2025.

The Human Side of Sales: 10 Assessment Questions

Explore the human side of sales with 10 key assessment questions, real-life clienteling insights, and strategies to elevate customer loyalty and engagement in 2025.

TEDxHKUST - My Journey of Thriving in Relationship Building

Discover the three ingredients for thriving in relationship building, as shared in Gogo's inspiring TEDx talk on authenticity, empathy, and creating meaningful connections.

Decoding the Psychology of Luxury Customers' Event Attendance

Explore the psychology of luxury event attendance, from personalizing invitations to creating meaningful client interactions, and discover how to make your brand's events truly unforgettable.

11

Ten Tips for Perfecting Your Presentation Skills

Master presentations with 10 tips: engage your audience, share stories, pace well, and build lasting connections.

The Future of Luxury - From Transactional to Experiential, Chapter One

Decoding the psychology of luxury clients: craft tailored invites, foster connections, and create unforgettable event experiences.

Don’t Let the Gloomy Economy Mask Your Business Growth Potential (Part II)

Elevate your sales strategy: navigate biases, master emotional triggers, and build trust to close with confidence.

Decoding Luxury Business’s Customer Growth Priorities (Part I)

Foster client loyalty: tailor events to preferences, personalise invites, and create meaningful connections.

Who Should You Hire to Take Care of Your Very Important Clients (VICs)?

Empower luxury client relationships: tailor invitations, prioritize thoughtful details, and foster meaningful connections at events.

The Myth of Luxury Business’s Training Priority ( Part II )

Drive engagement at luxury events: personalize invites, enhance sensory experiences, and foster authentic client connections.

The Myth of Luxury Business’s Training Priority ( Part I )

Elevate your client experiences: align with customer values, empower teams, and build loyalty through thoughtful personalization.

Capturing the October Golden Week Market: Strategies for Travelling Chinese Clients

Enhance your luxury brand's impact: build meaningful relationships, personalize engagement, and deliver experiences that resonate with your clients’ needs.

How to Deliver Return on Investment from Fashion Shows

Transform your clienteling strategy: empower teams, build deeper connections, and create personalized experiences to foster long-term loyalty.

99% of Businesses Are Replaceable from a Customer’s Perspective

Master luxury client events: personalise invites, focus on customer interests, and create exclusive, engaging experiences to enhance loyalty.