What if the service level your customers expect has very little to do with what they're spending?

In this episode, I'm joined by Dan Cuomo, a leader who's led marketing and operations across Wickes, Bath Store, Signet, and now Wheels Up (private aviation). That's a career that spans the full length of what luxury retail customer experience can mean, from a £20 transaction to a £20,000 one.

What Dan's noticed across it all is that price is a surprisingly unreliable guide to what's actually at stake for the customer. Emotional investment is the better measure and that doesn't always follow the invoice value.

We talk about the invisible voices customers carry into their purchasing decisions (the partners, the friends, the Instagram saves). We get into what happens to service design when operations stop being the delivery side of things and become the experience itself. And Dan is honest about what transfers across all those sectors, and what really doesn't.

There's also a very honest account of what service recovery looks like at three in the morning when a private flight hits a problem, and why the customers who forgive those moments are the ones who felt you were already talking to them before they had to call you.

If this episode resonated with you, I'd love to hear your thoughts. What's one insight you're planning to put into practice, or one thing you're taking away from the conversation with Dan?

Let's connect: find me on LinkedIn

Connect with Dan Cuomo on LinkedIn

Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/18

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