Customer Experience In The Luxury Marketplace

An Interview With Kevin Thompson Of Barneys New York

Customer Experience

What is Customer Experience in the Luxury Marketplace?

Kevin Thompson has a wealth of experience and knowledge to help us become more effective in delivering a superior customer experience in the luxury segment. Kevin works with Barneys of New York and has previously worked with Moncler, Gucci, and other brands.

Today’s focus is on the luxury segment, which is different compared to other retail segments. We will talk about best practices, trends, mistakes, myths, and look into the framework used in Barneys to help everyone get on the same page in creating a great brand experience. It is important to note that while our talk is focused on the Luxuary Marketplace these ideas can be applied across segments.

Kevin Thompson was recruited to be part of the New Visions Think Tank of the New York City Board of Education, which was created to go into educational institutions to observe how they operate and think about ways to improve operations. At base level, the ideas with customer engagement are the same.

Barneys of New York is a 92 year-old company that started off as a company selling suits for men. Later, the brand expanded into a fashion retailer setting the cool factor in New York and American fashion, being the first to carry brands like Armani with many other designers debuting at Barneys New York. Barneys now has 32 stores across the country.

Customer Engagement Magazine went out into the marketplace looking for examples where we could learn about luxury retail, which is how we came across Kevin, and now we bring his best ideas to you that you can apply to your business…. [Read more…]

Engaging The Emerging Workforce with Eric Chester

An Interview with Eric Chester

Expert on Engaging the Employees

The first step of customer engagement is to go about engaging the employees. That’s where the battle is won or lost. Often, the most critical metric in your entire business is the 18 inches that lie between the nose of the frontline employees and the customer’s nose, because if those 18 inches aren’t being won, the battle has been lost.

The emerging generation is not exclusively an American situation, an American problem, or even a generational problem. This is a generation that’s influencing people in all kinds of jobs, no matter where they are found, with this new mindset and mentality that says, “What can you do for me?” This mindset has brought challenges for employers in every sector and in every industry all over the globe.



Industry Trends

Bucking the Negative Trends of Engaging the Workforce


The advent of the Internet has brought a reliance on technology to find frontline customer service people, whether they are in a call center or a retail establishment. Most often, companies and organizations think that by getting more and more people in, something will stick, as opposed to bringing the right kind of people into the company. Another trend is that many companies and organizations rely on free services like Craigslist, used to sell used toilets, refrigerators, and services like cleaning gutters. But that’s not where you find quality customer service professionals, and it cannot fill your most critical roles with good, fresh talent… [Read more…]

4 Ways to Improve Customer Experience in the Connection Economy

An Interview with Simon T. Bailey

connection economy simon bailey

About Simon T. Bailey

Simon T. Bailey is the former sales director of the Disney Institute. He has worked with Microsoft, Chevron, Million Dollar Round Table, Subway, The Conference Board, and has impacted many people around the globe with his ideas about customer and employee engagement. He is the best-selling author of Release Your Brilliance and Shift Your Brilliance.

Simon T. Bailey has had 28 years of experience in the hospitality industry. He’s worked for four major hotel chains, at the Orlando Convention and Visitors Bureau for three years, and for seven years at Disney, with three of those years as Sales Director of the Disney Institute.

Since working for Disney, he has worked with 1,000 organizations and consulted with over a dozen organizations on six continents on how to implement a customer experience strategy that increases their customer satisfaction scores and ultimately impacts their bottom line.

The demand on businesses today to be better, faster, cheaper and more innovative than the next is tremendous. With the shifts in the market and the demands of a turbulent economy, organizations feel pressured to do more with less and desperate to get and retain customers. It’s easy for an organization to feel overwhelmed, exhausted and even hopeless when it comes to meeting revenue and profit goals.


Industry Trends

A study by Booz & Co. shows that customers want to do business with companies who are known for their kindness and meaningfulness. In fact, they believe that this is increasingly “human in nature.” And customers want to do business with companies that are aligned with their values of meaning and purpose… [Read more…]

Communicating With Impact: An Interview with Patricia Fripp | Communication

Communication is key in business.

“In your career, don’t concentrate on making a lot of money. Instead, concentrate on becoming the type of person that people want to do business with, and you most likely will make a lot of money.”
-Arthur Henry Fripp

About Patricia Fripp

Patricia Fripp built a service business on the philosophy of it is more than a haircut at Miss Fripp’s. Before becoming a full-time professional speaker and executive speech coach, Patricia enjoyed a successful career in the hairstyling industry. Through her work and experience in that industry, she was able to meet really great bosses and interact with business professionals. As she started traveling nationwide helping other hairstylists, her executive clients started inviting her to speak at staff meetings and club meetings. These talks started to evolve her career into the award-winning keynote speaker, author, sales presentation skills trainer, and in-demand speech coach she is today.


Communication with Impact

Communicating with Impact is all about how to use your persuasive and good communication skills in any situation – including getting new clients. When your products or services are similar or equally as great as your competitors’, the presentation and the way you connect to your prospects and clients gives you an edge. The ability to communicate using specific language and to be articulate in what you say about your company and your solutions can sometimes make all the difference in the world… [Read more…]

Do You Have Supreme Self-Confidence?

This article was originally published on October 27 2008 by The Napoleon Hill Foundation in their newsletter called: Napoleon Hill Yesterday and Today Issue 92 by: Ray Stendall

I am adding this article to this blog in case you missed it.

Ray Stendall


Have you ever noticed that all great men and women who have done, or are in the process of doing, important work have the attribute of “Supreme Self-Confidence”?

Before we go any further, let’s define the term: Supreme Self-Confidence is the outward expression of an emotion that communicates to others that the individual in question:

a) Has a firm grasp of reality and the work that needs to be done,
b) Has a major purpose they are diligently working towards,
c) Believes to their core that they can provide a World Class solution,
d) Moves calmly in the direction of their vision undeterred by all circumstances and naysayers.

Is it any doubt why these people tend to be successful? How do you feel when you come across someone you respect who appears to have a plan and communicates through their body language that they confidently have the ability to execute? Most of us feel very good, because deep down this is an attribute we all strive for. These individuals are seen as “islands of paradise” in an ocean of worry, doubt, fear and anxiety perpetrated by the media and individuals with a negative mental attitude.

Now that we have a working definition of “Supreme Self-Confidence” how do we cultivate it in our lives… [Read more…]

Customer Engagement Magazine Is Live!

Customer Engagement Magazine Is Live!

Welcome everyone, I am very happy to announce Customer Engagement Magazine is now live in the Apps Store. This issue is packed full with incredible content (105 Pages) you have to see.

Don Green – CEO of the Napoleon Hill Foundation shares his thoughts on how Napoleon Hill’s Success Principles can be applied to the world of business

Phil Taylor – Founder Of Goal Achievers Radio shares his insight on how the 7 step goal setting methodology can be used to increase sales.

This Blog Post has just two videos that are contained inside the magazine. The interview with Don Green was so good, I did not want you to miss it just because you do not have an iPad.

This interview is 1 hour long and filled with wonderful information that can really help you. Take a look at these two videos and then I invite you to try out Customer Engagement Magazine on your iPad with a free trial. You have nothing to lose and so much to gain. Check it out here

Also please comment (using Facebook if You Can) on this blog post if you got value out of it ….and when you try the magazine please rate it. It helps us provide this content for you! Okay here are the two videos…

Issue 1: Welcome Video From Ray Stendall

Issue 1: Interview With Mr. Don Green


Don Green – CEO of The Napoleon Hill Foundation

Podcast Can be found here: