In this episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a high wealth membership organization. Lisa has spent her career in service hospitality, with stops at Mercedes-Benz and Ritz-Carlton. By viewing customers as owners, guests or members, each of these brands have created more personal relationships, resulting in more memorable experiences.

We break down the principles that make these brands synonymous with guest experience, from their customer framework to the strategies that empower staff, encourage trust and enable transparency within the memberships.

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Show Notes

3:12 Lisa’s Career “Homes”

6:00 Guests vs. Owners vs. Members

8:09 From Rational to Emotional Purchases

9:47 What is Tiger 21?

15:18 It’s the Little Things That Matter

20:38 Curating Trust and Transparency in Community

26:28 KPIs to Building a Successful Community

29:30 Recognizing Loyalty

34:16 Joshie the Giraffe and Empowering Staff

40:00 The Value of Kudos

41:28 Linking Experience to Brand Promise

46:35 Hot Take: Don't Fake It ‘til You Make It

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For more on topics covered in this episode:

Tiger21

Ritz-Carlton and Joshie the Giraffe

Connect with Lisa on LinkedIn or Instagram

Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay

How to Intentionally Serve Your Premium Clients w/ Lisa Holladay