In today’s 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.
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: Fake It ‘til You Make It
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