I never take human connection for granted. In spite of it being a ‘hot topic’ in luxury retail, I experience it far too rarely. And as a behavioural trainer I understand why — it takes genuine effort and, let's be honest, a certain level of skill. I was waiting for a click-and-collect order at a premium fashion store, when the salesperson complimented my outfit. Perhaps it was genuine, as I had taken some time to put my look together, or just a nice move to engage me while I

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