Let’s be honest—behaviour doesn’t change in classrooms; it changes on the job. That’s why clients are no longer paying for training events—they’re demanding real, measurable impact beyond the session. Today, the question clients ask me most often is “What happens after the training?” so I decided to focus this month’s article on a critical tool of post training reinforcement: Coaching on the job, which in my experience paves the future for truly transformative customer experi

As a trainer, classroom sessions are always great energisers, but coaching on the floor can be truly fulfilling. Last week, I spent time on the shop floor coaching a luxury retail team in real time. Once again, it reinforced something I deeply believe about luxury retail training: Classroom learning builds understanding, true transformation happens on the job. When we talk about elevating clienteling, strengthening soft skills, or improving luxury sales performance, we are

For many luxury brands, "clienteling" has become synonymous with a post-visit digital nudge—a generic WhatsApp message or a broadcast of the latest collection images. However, true luxury clienteling is not a digital afterthought; it is a mindset and a circular process that begins the moment a guest enters your boutique. For Brand Managers and Training Heads, the challenge is clear: if your team fails to forge a personal emotional connection during the first visit, no amount