Everyone wants to wow the customer. I can't count the number of times a client has asked, "What can we do to really wow our customers?" When I was a young service designer, I was always tempted to come up with innovative answers. My mind would jump to retail case studies and best practices. I'd suggest things like click-and-collect services that were performing well in the UK, or a pop-up featuring virtual try ons. Those responses came from a desire to satisfy the client in that moment....

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 experiences. From...

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 talking about...