Newsletter Archive | Gogo Cheng Consulting

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

Episodes

95.

The Art of Being an Outstanding Host during Commercial Events

Discover how Liz Wilch, host of 200+ luxury client events, turns events into lasting relationships: prepare so you can be present, let guests lead, remember the details, and follow up within 24 hours.

94.

The Property Agent Who Won Over My Whole Family

Discover how a Zhuhai property agent turned a weekend of villa viewings into lasting family loyalty through anticipation, respectful discovery, and genuine generosity, and what his approach teaches any advisor in a high-value sale.

93.

Webinar Invite: Inside The Top 1% – What the Best in Luxury Do Differently

Explore what the top 1% of luxury houses do differently in our live webinar with Gogo Cheng and Liz Wilch on Tuesday 13 October.

92.

The Art of Hosting: Six Lessons from an Evening in Macau

Discover six lessons in the art of hosting clients, drawn from one memorable evening with a business partner in Macau.

91.

Four Years In: What Entrepreneurship Actually Taught Me

Explore what four years of entrepreneurship taught me about purpose, finding my team, living with uncertainty, and what success looks like now.

90.

Winning VIC Clients’ Hearts: The Maisons’ Key Resilience

Explore how UHNWI clients are trading possession for experience, discretion, and relational bespoke connection—pushing Maisons to shift from visibility to depth if they want to keep this small but disproportionately valuable clientele’s loyalty.

89.

Your Q4 Clienteling Sprint Gift Box

Explore how shifting Q4 outreach from reactive, target-driven selling to disciplined, prioritized clienteling – paired with TCA’s free Six-Week Sprint Guidebook – can turn seasonal pressure into lasting client relationships and stronger results.

88.

Seven Human Touches That Stayed With Me

Explore how seven small, well-timed human touches from this summer — generous time, easing friction, warm welcomes, remembered details, thoughtful gifts, shared celebration, and a genuine farewell — reveal what makes clienteling feel truly personal.

87.

Did China’s Luxury Market Really Weaken?

Explore how China’s luxury slowdown reflects market maturity rather than weakness, and why brands that build genuine cross-border client relationships rather than measuring success by mainland revenue alone – are the ones positioned to win back discerning Chinese clients.

86.

Beyond Prestige: What Make People Stay in the Luxury Industry

Discover why prestige alone can’t retain luxury talent, and how proactive career investment, multiple growth paths, and genuine team culture are what actually keep people from walking out the door.

85.

How Well Are You Doing Digital Clienteling?
Discover how top digital clienteling advisors turn profile photos, personalized messaging, and genuine social engagement into deeper client trust and seamless online-to-store sales.

84.

The Most Underrated Clienteling Superpower

Explore how listening—from reacting, to curiosity, to intention, to catching what’s left unsaid—separates ordinary clienteling from the kind that makes clients feel truly seen.

83.

What Leaving Corporate Taught Me About Standing Out
Explore how leaving corporate taught Gogo the 4Ps — pitch, publish, profile, partnership — as the framework for standing out as a clienteling expert or leader in any industry.

82.

The Power of Generosity
Explore how small, attentive acts of generosity — giving before being asked, giving what money can’t buy, and giving to your team first — build deeper client loyalty than any grand luxury gesture ever could.

81.

What I Shared with The Straits Times About Winning VICs’ Loyalty
Discover why the future of luxury loyalty lies not in grand gestures but in relationship-building, a skill any client-facing team can be taught, as GC Consulting Founder Gogo Cheng shared with The Straits Times.

80.

Where We Lost the New Client

Explore how a single mystery audit exposed why luxury stores lose their most expensive clients, the first-timers, in the smallest moments on the floor, and why the fix isn’t more warmth but trainable clienteling.

79.

Is Clienteling a Real Word?

Discover how luxury retail leaders are quietly building clienteling cultures from the inside out — through internal celebration, natural allies, and the patience to let it take root.

78.

Clienteling’s Commercial Value

Explore how clienteling delivers commercial value from day one — across conversion, pipeline, retention, and lifetime value.

77.

A Loyalty Programme is Not Loyalty
Discover why luxury loyalty programmes build habit, not true loyalty — and how intentional clienteling, not data or tiers, is what makes clients feel genuinely known.

76.

What AI Cannot Replace in Your Job: From Functionality to Vitality
Explore how vitality – the irreplaceable human quality of purposeful, relationship-driven work – is what AI can never replicate, as illustrated by wealth leader Fiona’s approach to clienteling and her three-tiered sense of purpose.

75.

What I Say When Clients Ask If My Training Really Works

Explore why 90% of clienteling training is forgotten within a week — and the three things the brands that beat the forgetting curve do differently, starting at the top.

74.

The Conversations That Changed my Career

Explore how two acts of intentional relationship-building — asking DFS for a second chance and pitching herself for Burberry Private Client over coffee — shaped Gogo’s career and revealed clienteling as essential professional capital.

73.

From Owning Luxury to Embodying It

Explore the shift from owning luxury to embodying it by mastering clienteling—building long-term desirability, emotional connection, and personal presence that define how others experience you beyond any brand.

72.

The Best Clienteling Advice I Ever Received

Discover how top luxury salespeople “go fishing” for high-value clients by identifying their natural habitats, leveraging super-connector relationships, and deploying sharp clienteling skills with the right bait to reel in meaningful, lasting connections.

71.

Why Most Sales Teams Get Online Messaging Wrong

Discover how luxury advisors can transform digital messaging from generic broadcasts into genuine client relationships through intentional, personalised outreach.

70.

Beyond Words: The Real Language of Clienteling

Explore how non-verbal communication – body language, tone, and mirroring to drives 93% of client impact and is the true language of luxury clienteling.

69.

Luxury Knowledge Didn’t Build My Career – This Did

Discover how the host built a thriving luxury career not through product knowledge or privileged upbringing, but through mastering the art of human connection.

68.

The Clienteling Academy: We are Live!

Explore how Gogo Cheng Consulting’s newly launched Clienteling Academy brings together a global team of luxury and relationship-building experts to help businesses drive growth through genuine human connection.

67.

Why Businesses Struggle With Consistent Growth

Discover why luxury businesses fail to scale client relationships due to five key gaps and how The Clienteling Academy’s three-pillar framework transforms clienteling from individual talent into organisational capability.

66.

How to Build A Brand The Luxury Way

Explore how luxury brand-building principles from vision and personality to logo meaning and colour psychology, can guide anyone in creating a brand that makes audiences consistently feel something at every touchpoint.

65.

The Birth of The Clienteling Academy

Discover how a single conversation sparked Gogo Cheng’s mission to make luxury clienteling accessible to all and how you can join as an early Advocate before The Clienteling Academy launches on April 10th

64.

Turning Clienteling into a Scalable Capability

Discover how a clienteling playbook transforms individual passion for client centricity into a scalable organisational capability – aligning language, hiring standards, talent development, and strategic client growth.

63.

Bring The Extra 50% To Your Game

Explore how bringing the extra 50%the emotional experience and personalised connection beyond technical expertise turns ordinary service into lasting client loyalty.

62.

The Most Overlooked Step in Luxury Clienteling

Explore why luxury clienteling breaks down not at cultivation, but at the missed step of intentional client discovery where real connection must come before growth.