About the Book
Businesses need to differentiate themselves-whether it is in a luxury industry or not- and the world of luxury offers you a golden key. Author, speaker and consultant Neen James introduces secrets from the luxury industry to grow any business. With her exclusive access model, she offers an insider's look into how to increase revenue from your most important clients.
The first lesson is that luxury is about experiences, not things. Neen James shows how to elevate every aspect of your brand and every touchpoint with your clients. She introduces you to the five luxury levers-entice, invite, excite, delight, ignite-and offers systems you can implement immediately to introduce the principles of luxury into daily operations.
Drawing on world-class luxury mindset research, interviews with other experts in the industry, and her extensive background, James reveals how to set your business apart.
About the Author :
Neen James is a leadership expert, dynamic keynote speaker, and the author of Folding Time and Attention Pays. She has been named one of the Top 30 Leadership Speakers by Global Gurus multiple years in a row for her work with some of the world's most prestigious brands, including Viacom, Comcast, Virtuoso Travel, Four Seasons, and the FBI. She lives in Tampa, Florida.
Review :
"James's advice is both practical and insightful . . . She entreats readers to think of luxury as inclusive . . . [it's a] bold, passionate approach to creating memorable client experiences." --Booklife Reviews
"Neen brilliantly articulates what we have long championed at Ritz-Carlton--that exceptional service comes from genuine human connection, not extravagance. Her concept of systemized thoughtfulness provides an elegant framework for delivering consistent excellence that leaves lasting impressions on clients. This essential guide will help leaders across industries create the kind of memorable experiences that transform customers into passionate advocates for life." --Herve Humler, cofounder, The Ritz-Carlton Hotel Company
"Neen has written the book that every leader of a company, service professional, and all who care about client relationships, brand loyalty, and long-term referrals should read. Exceptional Experiences does more than define luxury--it reintroduces it as something deeply human. Through thoughtful interviews with those who deliver excellence every day, Neen proves that luxury is not about price--it is about how intentionally we treat others. She shows us how removing friction, anticipating needs, and paying attention meaningfully builds trust, loyalty, and reputation. Her model is practical and powerful--a system to create consistent, memorable moments that lead to stronger relationships, deeper connections, and what The Ritz-Carlton Leadership Center has called 'irrational loyalty.' What I take away is this: luxury is not something you buy, it is something you create. And when done well, it becomes the reason people come back--and the reason they tell others about you. If this is what you are looking for, then start here." --Caroline K. Huo, director, luxury division, Keller Williams Realty International
"Exceptional Experiences offers a fresh, fun take on how luxury brands can stand out from the pack and connect meaningfully with customers. Neen's energy and wit come alive through her storytelling--it's like hearing from a dear friend." --Tim Mapes, SVP and chief communications officer, Delta Air Lines
"Neen captures what makes luxury experiences exceptional--genuine human connection and attention to detail. Virtuoso Members and Partners have leveraged her principles to enhance their already successful practices. This book is a must-read for leaders who know that creating meaningful moments enhances our clients' Return on Life, an outcome of a successful Virtuoso relationship." --Matthew Upchurch, chairman and CEO, Virtuoso Travel
"Smart, simple, and implementable. Neen created a blueprint for leaders of any industry to define their differentiators through the large and (especially) the small details. This is the how-to for creating consistent, lasting impressions and supercharging brand value and impact." --Ebonne Leaphart, vice president, Comcast Experience Group
"People don't remember transactions--they remember how you made them feel. Neen nails the formula for crafting experiences that excite, delight, and ignite real loyalty. This is a must-read for anyone who wants to create fans for life." --Jesse Cole, owner, Savannah Bananas; founder, Banana Ball
"Neen's insight that luxury is fundamentally about thoughtful attention rather than price point aligns perfectly with what we've discovered drives success in leadership and client experience. Every leader committed to continuous development and differentiation should consider this essential reading." --Jennifer Campbell, senior vice president, global events, Virtuoso Travel
"No one in our industry has a deeper understanding of the luxury buyer and mindset than Neen. Coupled with her extensive executive experience in guiding strategy for many companies, this allows her to offer a pragmatic approach that can scale to any organization. The ALHI family will be applying many of these recommendations as Neen has guided us for many years now, at the complexity of the luxury space." --Michael Dominguez, CEO, Associated Luxury Hotels International (ALHI)
"Neen delivers extraordinary insight into what truly matters in business today--creating memorable experiences that transform clients into advocates. Her strategic approach mirrors what we've implemented at High Point University, proving that genuine attention to detail and personalized service aren't expenses; they're investments that yield remarkable returns. Leaders who embrace these principles will not merely compete but stand distinctively apart in our increasingly commoditized world. This book will be prescribed reading for our students." --Dr. Nido Qubein, president, High Point University
"Offering a powerful and practical road map for elevating your business, this book is essential reading for leaders wanting to differentiate their brand and cultivate lasting customer loyalty by making people feel valued. A must-read and highly recommended." --Alexander Chetchikov, president, World Luxury Chamber of Commerce
"True luxury isn't about big and expensive objects, but small and meaningful experiences launched at a psychologically impactful point on the customer journey. Exceptional Experiences is a framework that all business leaders can follow that will transform the relationships they have with their customers." --Jay Baer, author of seven books including The Time to Win
"In a world of faster, easier, and less human, Neen reminds us of the real luxuries of life and delivers the tools required to help businesses reconnect with their primary asset, their people. After all, we all deserve a little more luxury in our lives, and your business holds the potential to deliver it!" --Phil M Jones, creator, Exactly What to Say
"In a world that seems too often in a race to the bottom, chasing volume and charging toward commoditization, Neen provides inspiration to those architects of the extraordinary. We have relied on her ability to articulate both what works and, of equal importance, why it works as we continue our quest to build our luxury brand equity." --Michael Londregan, senior vice president, global operations, Virtuoso Travel
"Neen makes the luxury mindset feel less like an indulgence and more like a leadership imperative. This book is your blueprint for turning attention into advocacy and champagne problems into champagne moments." --Ron Tite, bestselling author of Think Do Say, The Purpose of Purpose, and Everyone's an Artist
"Neen has summited the peak of client experience strategy, offering a clear path for organizations that want to rise above their competition. Just as successful expeditions require meticulous planning, attention to detail, and adaptability, Neen demonstrates how exceptional client experiences demand the same level of intentionality and care. This book is essential gear for any leader who understands that reaching the summit isn't about the view--it's about creating an unforgettable journey." --Alison Levine, team captain, first American Women's Everest Expedition
"In this powerfully actionable book, Neen challenges you to reframe 'luxury' from high-end and hoity-toity to humble and human: the experiences that can shape your business and signal to your customer that you care deeply." --Ann Handley, Wall Street Journal-bestselling author, Everybody Writes
"Neen has me thinking like a concierge to develop the kind of connection with my clients that creates unforgettable moments worth remembering. It's time to stop settling for satisfied customers and start creating passionate advocates." --Brant Menswar, author, Black Sheep and Designing Momentum
"Neen will change the way you think about luxury forever! In this brilliant book, packed with her trademark energy and charm, Neen shares the formula for elevating average business interactions into meaningful, memorable experiences that will keep customers coming back again and again. Buy copies for everyone on your team!" --Brittany Hodak, keynote speaker; author, Creating Superfans
"Creating memorable experiences isn't about grand gestures or massive budgets--it's about the thoughtful attention to those little things that make all the difference. Neen's model and five luxury levers can be implemented by any company and align with what today's leaders know to be true: customer satisfaction is rarely about price or product, but rather how the experience makes people feel. Essential reading for leaders who understand that in today's crowded marketplace, customer experience is your most powerful--and cost-effective--marketing strategy." --Dan Gingiss, keynote speaker; author, The Experience Maker
"Neen's approach to luxury isn't about extravagance but making people feel valued through personalized attention and thoughtful service--something that you can easily weave into your sales process. I've witnessed how her strategies help organizations dramatically improve client retention and referrals by creating memorable moments that drive revenue." --Ian Altman, bestselling author, Same Side Selling
"The last competitive edge in building your business: help buyers feel special and feel seen. Neen has found a way for you to systematize that advantage. Appropriately, it's exceptional!" --Jay Acunzo, author, Break the Wheel; storytelling strategist
"Rethink what you know about luxury. It's not indulgence, it's being your best, and giving your best. Neen is your perfect guide to how to be exceptional and create extraordinary moments." --Michael Bungay Stanier, author, The Coaching Habit
"Neen's approach in defining luxury based on how our clients perceive luxury was transformational for me. I now realize a luxurious experience can be analogous to upping your game or being better every day so that your clients AND team members feel special. I highly recommend this book!" --Jennifer Addabbo, CEO and cofounder, Engage fi
"Everyone desires luxury; few understand how to deliver it. Neen is one of the rare individuals with the knowledge, experience, talent, and skill to turn everyday interactions into a series of memorable moments. Revealing the secrets of luxury brands worldwide, her strategies will work for everyone from the solopreneur to the global enterprise. You'll learn how businesses at the pinnacle of luxury create the remarkable interactions to keep their clientele coming back for more." --Joey Coleman, international keynote speaker; Wall Street Journal-bestselling author, Never Lose a Customer Again
"Neen has hit the bull's-eye on how to build an exceptional brand. This book is a master class in aligning experience with your brand promise, using all the senses. If you follow Neen's advice, you will ignite raving fans who will tell others and grow your business." --Dr. Jim Schleckser, bestselling author, Great CEOs Are Lazy
"Exceptional Experiences shares how to tactically convert traditional everyday transactions and make them unique, memorable moments. Neen shows you how to make the experience your brand provides your single biggest competitive advantage." --John R. DiJulius III, bestselling author, The Customer Service Revolution
"Experience is no longer a luxury. It's an absolute necessity. Service is the price of entry, but delight and crafting extraordinary experiences are how to thrive in the Age of AI. Neen is a master of that. For decades, she has been making delight, excellence, luxury, and brilliance the heart of what she does." --Matt Church, founder, Thought Leaders Business School
"As someone whose business is built on deepening relationships, Neen's luxury approach is invaluable for creating meaningful connections and memorable moments that our CADRE members rave about. Whether I'm playing trusted advisor, rolling out the red carpet for new members, or empowering our top-tier clients to become our welcome committee, her framework provides practical systems for bringing personal attention and concierge-level service to everything we do!" --Melanie Coburn, cofounder and chief relationship officer, CADRE
"Neen reminds us that luxury isn't about price tags--it's about how you make people feel. Exceptional Experiences is a master class in creating moments that matter, led by someone who knows how to turn attention into lasting loyalty. Every leader serious about growth and relationships should have this on their desk." --Michael Barber, chief marketing officer, StarTech.com
"Reading Exceptional Experiences feels like sipping champagne with the sharpest, most stylish strategist in the room--and Neen is exactly that. This book flips the script on what 'luxury' means in business. It's not about price--it's about presence, personalization, and performance. Neen gives you a front-row seat to a world where being intentional, paying attention, and crafting standout client moments becomes your unfair advantage. If you want your brand to feel like first-class storytelling on a private jet, start here." --Mike Ganino, #1 bestselling author, Make a Scene; public speaking and communication director
"No one designs, lives, and breathes luxury like Neen. Exceptional Experiences will help you differentiate your brand, increase revenue from existing clients, and bring more beauty, joy, and connection to your work." --Pamela Slim, author, Body of Work and The Widest Net
"In today's hyper-competitive marketplace, customer loyalty is the gold standard. Your business needs more customers who become your advocates in the marketplace. But that will never happen if all you do is what you've done. That's why Neen's distinctive new book is your new manual for profit and success. She will teach you how to take your organization from where you are to where you want to be." --Scott McKain, author, ICONIC
"Neen delivers a master class on elevating business interactions from ordinary to truly unforgettable. Having witnessed her strategies transform our organization first-hand, I can attest that her luxury principles create meaningful results that directly impact the bottom line. Her practical systems provide leaders with immediately actionable tools to create advocates, not just customers, which is the true path to sustainable growth." --Shannon Lofdahl, founder and principal, Navin Collaborative
"Neen created a playbook for turning everyday customer interactions into remarkable experiences worth talking about! If you want to create the kind of amazing experiences that keep customers coming back and telling others about you, this book is a must-read!" --Shep Hyken, customer service/CX expert; New York Times-bestselling author, The Amazement Revolution
"In Exceptional Experiences, Neen reframes luxury as a mindset accessible to every business, not just high-end brands. Her systematic model delivers exactly what change leaders need. What makes this work so powerful is how Neen combines rigorous research with practical implementation strategies that honor the way humans actually experience change and connection. If you want to drive meaningful transformation in how your organization creates client experiences--and measurable results in revenue--this is the road map you've been waiting for." --Tamsen Webster, founder and chief learning officer, Message Design Institute
"Neen James's business guide Exceptional Experiences details how to incorporate luxury experiences into a company's strategy to deepen customer relationships . . . The breadth of its industry examples and its practical guidance, paired with its bubbly prose, set it apart." --Foreword Clarion
"Throughout the text, James' consistently upbeat, energetic voice makes it easy to understand why CEOs would rely on her for advice . . . The concentrated focus on improving customer experience is a welcome, nonmercenary approach, and it's enhanced by James' very friendly tone." --Kirkus Reviews
