The Duct Tape Marketing Podcast How to Create Exceptional Experiences
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Sep 24, 2025 Neen James, a leadership and customer experience expert and author of Exceptional Experiences, joins to share her insights on creating memorable business interactions. She emphasizes that luxury is a feeling rooted in human connection. Listeners learn about her Experience Elevation Model, which includes five key levers: attention, anticipation, personalization, generosity, and gratitude. Neen discusses strategies like simplifying processes, using sensory engagement, and adding personal touches to stand out and build lasting client loyalty.
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Luxury Is A Feeling
- Luxury is primarily a feeling rooted in human connection, not just price or status symbols.
- Neen James reframes luxury as inclusive daily experiences that make people feel seen and valued.
Use An Experience Elevation Model
- Use the Experience Elevation Model to move customers from attention to advocacy.
- Apply five levers—attention, anticipation, personalization, generosity, gratitude—to capture mindshare and market share.
Capture Attention With Story And Presence
- Capture attention by telling origin stories and forming creative partnerships that extend your brand narrative.
- Be present: put your phone down and make customers feel seen and heard in person.
