Trust And Customer Experience

Have you built enough trust to lead in customized environments?

In a customized environment service is developed in the moment. If pricing or your reputation depends on providing a unique experience you operate in a customized environment. Luxury service brands that sell personalization are part of this variable world. A special kind of leadership is called for in this setting.

Leading in a customized environment is quite different from managing a hierarchy for the purposes of standardizing a product or service. The highly personalized experience demanded by luxury and life style brands not only requires the reliable processes that standards produce but also involves options beyond that kind of approach. Repetitive scripting and mechanical behavior serve the routine but fail to provide for the exceptional.

To generate a richly textured and nuanced experience requires more freedom than scripts and detailed standards allow.