So there you are, checking into AKA Alexandria , one of my fave modern luxury hotels in the D.C. area. Approaching the front desk, their adorable (and huge) St Bernard Doodle hotel dog, Senna, is waiting to greet you (see my little IG reel here). That’s exactly what happened to me the second time I checked in to the hotel: “Ms. James, we made sure Senna was here when you checked in,” the front desk manager said with a huge smile. “He’s here to welcome you!”
After taking yet another selfie with Senna (because, seriously, how could I not, I love all animals!), I headed to my room. When opening the door, I nearly cried. There on my bedside table was a framed photo of Senna and me from my previous visit, along with a handwritten card (from Senna of course) featuring his actual paw print. Totally. Blown. Away!
This wasn’t just a nice touch—it was systemized thoughtfulness at its finest. Chris (the hotel GM and luxury hospitality legend) had to print, frame, and deliver that photo before I checked in. This was strategic attention to detail that transformed a routine hotel stay into what I call a Champagne Moment. And I am not sure how many times I have recounted that story from stage in a keynote or on a podcast talking about my new book, Exceptional Experiences.
This perfectly captures my definition of an exceptional experience that was able to excite and delight me, and I had to share because it’s still making me smile!
I highly recommend AKA Alexandria if you are looking for a fabulous hotel in a gorgeous town. It would be perfect for a leadership retreat, strategic planning meeting, an intimate occasion, or team building program—they even have a small movie theatre onsite!
The Science Behind Champagne Moments
Here’s what most business leaders miss: luxury isn’t about the price tag. It’s about creating moments where your clients feel genuinely seen, valued, and elevated.
You don’t have to provide a luxury product or service to provide a luxury level of service!
The AKA Alexandria team had clearly invested in training their team to notice opportunities for delight and act on them immediately. That framed photo probably cost less than $5 to produce, but the emotional impact? Priceless.
Research by Motista shows that customers who feel emotionally connected to a brand have a 306% higher lifetime value, stay with a brand for an average of 5.1 years vs. 3.4 years, and will recommend brands at a much higher rate (71% vs. 45%). Proof that when you systemize thoughtfulness and incorporate that luxury mindset into your interactions with clients, it pays.
This Week’s #ChampagneMoment Challenge
I share many examples of Champagne Moments in my upcoming book, Exceptional Experiences and I’d love to challenge you to create three Champagne Moments this week. Even better, take a picture, post to social (I’m on Instagram & LinkedIn) and tag me and I will share it too, remember to use #ChampagneMoment!
- For your current client: Notice something new about them and act on it.
- For your team: Acknowledge someone’s effort in an unexpected way and share your appreciation through a handwritten note or a shout out in an email or team meeting.
- For yourself: Give yourself a moment of luxury—even if it’s just quality coffee in your favorite mug, sipping sparkling water from your fave glass, putting fresh flowers on your desk, sitting in the sun for a few minutes (with a cute hat* and sunscreen of course!)
*I wear Wallaroo hats and highly recommend this women-owned, Aussie inspired, SPF, packable collection! Use code neenjames20 at checkout for a little savings!
Remember, attention pays—and so does exceptional attention to detail.