Some experiences linger in your mind, settling into your memories the way a favorite perfume lingers in a room—subtle, but impossible to forget.
That’s how I still feel about flying Delta One to Australia when they first launched that beautiful route—an adventure to see my mum that set the standard for all my travels since. I was so spoiled by this experience.
(I do giggle when people share how “long” their flights are—I am Australian, it takes me a literal day to get home!!)
With another trip home on the horizon this November, I can’t help but reflect: when a company truly elevates every detail, it becomes so much more than a journey—it turns into a treasured memory.
Remember you don’t need a luxury product, to provide a luxury service!
We can all create moments and memories with clients we love to serve, colleagues we work with, and the community we live in. It requires us each to pay attention, to listen with our eyes, and to want to help people feel seen, heard and valued.
Experience Elevation in Action
In my new book, Exceptional Experiences (now in pre-order—pretty please buy a copy, your support means the world to me and I know, I know… I have been talking about this forever!), I share the five luxury levers that transform ordinary touchpoints into something utterly special.
Here’s a snapshot of how Delta brought my own Experience Elevation™ model to life—the five luxury levers we explain in detail in the book
Entice:
That first, warm welcome and an invitation into the lounge—before you’ve even checked your bags. And it had private security—so good!
Invite:
Personal touches everywhere (hello, favorite sparkling water waiting just for me!), sushi made with the chef on-site, cozy seats to sit and enjoy a restaurant style meal.
Excite:
The comfort of the soft bedding on the lie-flat bed waiting after a long travel day (which just between you and me and my 4’10” stature…all this space is a little wasted on me… but I loved it), and the thoughtful, delish smelling amenities to stay refreshed during the flight (yep, I am the annoying girl on the plane with the collagen face mask, ear plugs, sleep mask, wearing the Pjs, and a gazillion different hand, face and body creams regularly applied on board).
Delight:
Small but mighty gestures—bespoke tasty snacks, handwritten notes, genuine care from every team member. When we boarded the team were so excited to announce to me “Welcome this is one of the FIRST flights to Brisbane!”—they were so proud and my Aussie-ness was overflowing with pride at their joy!
Ignite:
It all left me raving about Delta (and honestly, planning my next flight already!) because this luxury lever is about creating advocates for you and your brand that want to share with the world what you offer.
Here’s a Leadership Challenge for you:
What’s a “Delta moment” you could create this month?
Maybe there is a single step in your client or colleague’s journey—maybe even at home—where you can add a dash of luxury, surprise, or thoughtful attention? The smallest touch can create the biggest ripple. You could ask your team at your next team meeting, what you could do to elevate your clients’ experience—they often see things that you may not have even thought of!