What if the secret to stronger client relationships isn't about selling more — but about creating experiences people can't stop talking about?
If you've ever wondered how to make clients feel genuinely valued instead of just served, this episode is for you. Jim Schleckser chats with leadership strategist and author Neen James about how luxury brands like Ritz-Carlton and Rolex master the art of human connection — and how you can apply the same principles to elevate every client and team interaction.
You'll learn how to:
Apply Neen's "Experience Elevation Model" to strengthen both client and employee relationships.
Design moments of surprise and delight that transform loyal clients into enthusiastic advocates.
Combine personalization with technology to create meaningful, lasting connections that set your business apart.
Hit play now to discover how to turn every client interaction into an exceptional experience that builds loyalty for life.
Check out:
[08:45] — Neen breaks down the Experience Elevation Model and explains how leaders can use it to design exceptional client and employee experiences.
[21:30] — A powerful discussion on how surprise and delight builds emotional loyalty — with real examples from luxury brands like Ritz-Carlton and Delta.
[36:10] — Neen and Jim dive into the balance between AI efficiency and human connection, revealing how technology can enhance — not replace — authentic client relationships.
About Neen James
Over the past two decades, Neen James has partnered with some of the most iconic brands in the world, including Comcast, Paramount Pictures, Four Seasons Hotels, and Virtuoso Travel, helping them challenge the status quo by focusing on one fundamental principle: exceptional experiences are built on intentional focus and connection.
Her groundbreaking luxury mindset research—the only study of its kind—shows that luxury isn't about things, it's about a way of thinking and communicating that transforms how businesses connect with their audiences. As the author of Attention Pays and the forthcoming Exceptional Experiences, she brings a wealth of insights that have transformed how Fortune 500 CEOs, luxury brands, and global organizations lead and grow their market share.
