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:
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Apply Neen’s “Experience Elevation Model” to strengthen both employee and client relationships.
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Design moments of surprise and delight that transform loyal clients into enthusiastic advocates.
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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.
Building Exceptional Experiences and Client Relationships
[00:00] — Jim Schleckser introduces the episode and welcomes leadership strategist and author Neen James, whose new book Exceptional Experiences explores how leaders can create lasting impact through meaningful engagement.
[05:10] — Neen explains that the book was born from a desire to help leaders make people feel seen, heard, and valued — lessons learned from studying luxury brands that excel at emotional connection.
[08:45] — Neen introduces the Experience Elevation Model, a five-level framework showing how to capture attention, build belonging, and elevate both client and team experiences.
[13:20] — The conversation highlights how brands like IKEA and Ritz-Carlton use sensory engagement and personalization to strengthen client relationships and create memorable interactions.
[18:55] — Neen discusses the power of surprise and delight, explaining how anticipating client needs — before they even know them — builds loyalty and advocacy.
From Human Connection to High-Touch Leadership
[24:40] — Real-world examples show how leaders can apply the Experience Elevation Model internally, treating employees like internal clients to boost engagement and retention.
[28:15] — Neen shares a case study about a company that builds long-term client relationships by focusing on generosity and genuine care — giving first, asking later.
[33:05] — Jim and Neen explore how brands like Delta use data and personalization to blend luxury-level service with efficiency, proving that small touches create big loyalty.
[36:10] — A deep dive into balancing AI-driven efficiency with human warmth — using technology for research and curation while preserving authentic connection.
[42:30] — Neen closes with a challenge for leaders: think like a concierge, not a bellhop. Anticipate needs, personalize every interaction, and make every experience remarkable.
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.