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In this episode of The Intangible Brand, Jerry is joined by Jill Davis, Chief Strategy Officer at Cline, for a conversation with Neen James, leadership strategist and author of Exceptional Experiences, to explore what it really takes to create moments that people remember.

Neen shares how her work with leaders and luxury brands led her to a simple but powerful idea: luxury is not about price or exclusivity, it is about how people feel. We talk about the role of attention and intention in shaping both employee and client experience, and why organizations need to design these moments on purpose rather than leaving them to chance.

The conversation also looks at how research can challenge assumptions about what clients value, why teams need to experience care internally before they can deliver it externally, and how leaders can build practical frameworks that make exceptional experiences repeatable.

We cover:
• Why luxury is about experience, not price
• How attention and intention shape meaningful interactions
• What professional service firms can learn from luxury brands
• Why employee experience comes before client experience
• The role of research in understanding what people truly value
• How to design experiences that are consistent and repeatable

Recommended resource:
• Exceptional Experiences by Neen James
• Attention Pays by Neen James

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