Exceptional Experiences
Five Luxury Levers to Elevate Every Aspect of Your Business
Luxury levers are the golden key to revenue, in any industry
Luxury principles can transform any business, luxury market or not. These strategies are a golden key to standing out—creating unforgettable experiences and forging deeper client connections that drive lasting success.
Author, speaker, and consultant Neen James introduces you to secrets from the luxury industry that will grow your business. With her experience elevation model, she offers an insider’s look into how to increase revenue from your most important clients. She shows you how, by paying close attention to your clients, you shift from transactional to transformational relationships with them. Doing so, you create lifelong advocates who will draw more and more such valuable clients to you.
The first lesson is that luxury is about experiences, not things. With this lens, James shows you how to elevate every aspect of your brand and every touchpoint with your clients. She introduces you to the five luxury levers—entice, invite, excite, delight, ignite—and offers you systems you can implement immediately to introduce the principles of luxury into your daily operations.
Drawing on world-class luxury mindset research, interviews with leading experts in the luxury industry, and her extensive background in luxury, James reveals how to set your business apart. By the end of this book, you will understand how to unlock the secrets of the luxury world of exclusive access, build advocates, increase revenue, and differentiate yourself.
Reviews
James’s advice is both practical and insightful . . . She entreats readers to think of luxury as inclusive . . . [it’s a] bold, passionate approach to creating memorable client experiences.
Neen brilliantly articulates what we have long championed at Ritz-Carlton—that exceptional service comes from genuine human connection, not extravagance. Her concept of systemized thoughtfulness provides an elegant framework for delivering consistent excellence that leaves lasting impressions on clients. This essential guide will help leaders across industries create the kind of memorable experiences that transform customers into passionate advocates for life.
Neen has written the book that every leader of a company, service professional, and all who care about client relationships, brand loyalty, and long-term referrals should read. Exceptional Experiences does more than define luxury—it reintroduces it as something deeply human. Through thoughtful interviews with those who deliver excellence every day, Neen proves that luxury is not about price—it is about how intentionally we treat others. She shows us how removing friction, anticipating needs, and paying attention meaningfully builds trust, loyalty, and reputation. Her model is practical and powerful—a system to create consistent, memorable moments that lead to stronger relationships, deeper connections, and what The Ritz-Carlton Leadership Center has called ‘irrational loyalty.’ What I take away is this: luxury is not something you buy, it is something you create. And when done well, it becomes the reason people come back—and the reason they tell others about you. If this is what you are looking for, then start here.
$36.95 CAD • $29.95 USD
Published OCTOBER 14TH, 2025
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