Elevating VIP Client Engagement through Social & Etiquette Excellence for a Luxury Watch Brand
CX Challenge:
In the context of a high-profile international watch event, the brand sought to strengthen how its teams engaged with VIP clients and collectors in social, non-commercial settings. The key challenge was enabling team members to confidently navigate conversations, networking, and dining moments with an international clientele — while representing the brand with ease, refinement, and authenticity.
CX Approach:
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Conducted in-store discovery conversations with boutique managers and client advisors to understand expectations, previous event experiences, and capability gaps.
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Designed a bespoke, one-day engagement focused on social confidence, rapport-building, relationship-led client interaction and dining and social etiquettes. Included actual scenarios, diverse client personas to make the module relatable to them.
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Delivered the program through immersive, scenario-based practice in a setting that mirrored real event conditions, enabling teams to rehearse introductions, conversations, and social etiquette with confidence.
CX Impact:
Immediate feedback was very positive from the sales team, who felt empowered to engage socially with VIP clients. During the event teams demonstrated increased ease, confidence, and professionalism when engaging VIP clients in social settings. The event experience was elevated through stronger human connection and relationship-led engagement.