Sonali_Gogia (2025)

31/05/2025

We spend so much time perfecting our structures and processes internally.

But our customers don’t see those.
They only experience what slips through the cracks.

In this new article, I explore how even the most well-meaning teams can unintentionally create broken experiences—and how to fix them by reimagining the customer journey from the outside in.

✨ Featuring Mila’s journey, a story many of us will recognize.

🛠 And some practical steps to reconnect the dots.

Read the full piece
link in bio 🔗

30/05/2025

Where does our life’s mission come from?
For many of us it comes from our own experiences.

Relationship trauma created a fear of abandonment and being alone.

That lead me to make poor choices and hold onto people that weren’t good for me.

I recognised this and worked hard on my self.
I let some relationships go.

I cultivated the ones that were genuine.
And I learnt to foster new bonds.

Transformation takes self awareness.
It also takes building inner confidence,
as well as skill.

The older we get, we cannot take connections for granted.

We need to put in the work.
We need to take genuine interest in others, establish instant rapports, and then cultivate relationships over time.

For some it comes inherently, others need to learn the skills to forge connections.
That’s what I love about being a behavioural training.

You could be someone who is uncomfortably socially, finds it hard to hold onto people or make new friends.

That may eventually lead to a sense of isolation.

If you want that to change, you can develop behaviours that help you do so.

Everything doesn’t have to be an inherent quality.

With effort and intent, th ability to connect with others can be cultivated.
And that’s why I love what I do.

What motivates you to do what you do?

22/05/2025

A DELIGHTFUL DOHA

From the moment I arrived in Doha, I was struck by a quiet yet undeniable sense of luxury.

✨ The welcome experience was my first glimpse: the airport restrooms were beautifully designed and spacious, and luggage valets waited patiently as if I were entering a five-star hotel.

✨ Personalized, private service stood out during my stay at the Hotel. There was no queue, no waiting — several check-in desks created a feeling of complete privacy, allowing for a warm, one-on-one connection with the front desk attendant. His warm, engaging attitude left a lasting impression.

✨ Blending modernity with tradition was a consistent theme. The hotel's design seamlessly married contemporary elegance with traditional touches — a story told through every detail. From the swanky Design District to the marvelous Souq Waqif — gave Doha a layered, textured feel.

✨ Luxury with space and serenity defined my experience. Even opulent malls like the Venice-inspired felt calm and uncrowded, a stark contrast to the busier luxury spaces I'm used to in Dubai.

✨ Exceptional retail experiences: Lafayette Doha was simply stunning. Spread over 14,000 square feet, it blends artful design, fashion, and culture into a breathtaking experience.

Overall, Doha offered a different kind of luxury — one that was quiet and calming, global yet deeply local. This was my first visit, I look forward to more !

Have you experienced this? What are your impressions ?

14/05/2025

Ever feel like your brand is doing everything right — but still losing customers?
You’re not alone.
In this short story-based carousel, I break down how a promising customer journey can quietly fall apart — and what it actually takes to fix it.

It’s not just about having a chatbot, a store, or an email campaign.
It’s about making them connect seamlessly, so the customer feels seen at every step.
Swipe through Mila’s journey — a relatable, real-world scenario — and learn the five things brands must do to create journeys that retain, not repel.

What’s one touchpoint in your brand journey that could be hurting more than helping?
Drop it in the comments — I’d love to hear your thoughts.

Read the full article in my monthly newsletter link 🔗 in bio

02/05/2025

DO YOU FEAR NETWORKING ? YOU MAY RELATE TO THIS..

As a semi introvert I never looked forward to networking events.
Fortunately, back in Mumbai I didn't need to put myself out there.
It was home and the network grew organically.
Moving to Dubai forced me to re think my comfort zone.
As a freelancer I needed to rebuild my network.
Linkedin came easily to me and I put in some effort.
But I realise now, it's no replacement for real life.

An opportunity to meet like minded women came by from a community driven facilitator I met here that seemed tailored to my networking style.

Smaller groups, semi structured interactions that were genuine, yet purpose driven. I am grateful I met these wonderful women who inspire me with their ambition and willingness to support each other.

Have I overcome my fear of networking? Not entirely, but I am getting there.
What's your preferred networking style in real life?
I would love to hear from you in the comments.

25/04/2025

MORNING COFFEE REFLECTIONS

This morning I stopped for coffee after my morning walk,
a regular weekend routine that I enjoy.

The cheerful, "Welcome back" from the barista and
her friendly banter "Have you been travelling? We missed you"
was more uplifting than the caffeine kick.

It reminded how important the human touch really is
in the .

I live in a wonderful neighbourhood with a plethora of coffee shops.
In fact there is something new opening every few weeks.

Do I like to try every new place ?
For sure, but it's usually just once.

I always go back to this particular coffee shop -
and there is really only one reason.

The barista who works there makes me feel seen and valued.
I have forfeited better coffee and chicer cafes to feel this emotion.

Does this resonate with you?

Which is that place you love going back to, not just for
what they sell but for the person who serves you?

22/04/2025

HOW CAN EVOLVING MARKETS RAMP UP LUXURY TALENT?

As luxury brands rapidly expand in India,
the biggest challenge they face isn’t just attracting customers,
it’s cultivating talent that can deliver a world-class luxury experience.

Unlike mature markets, India’s luxury professionals are still evolving,
requiring not just product knowledge but the ability to create
deeply personalized and emotionally resonant customer interactions.

In this post, I share five key learning strategies,
to build a luxury-ready sales team.

From embedding brand DNA to fostering empathy and
creating immersive experiences, these actions can transform
luxury service in emerging markets.

Swipe through to explore these strategies!

Read the full article on Strategies to Build Luxury Talent in Evolving Markets here
https://www.linkedin.com/pulse/strategies-build-luxury-talent-evolving-markets-sonali-gogia-5ju3f

15/04/2025

THE FASTEST WAY TO "TEACH" THE EMOTION OF LUXURY

My favourite memories of being part of a team are from amazing we had the privilege to attend. Whether it was Paris, Dubai, Shanghai, Mumbai, or Tokyo, each event was designed like a . As a luxury customer trainer who works with brands across the world, I understand why the big brands go all out to delight their sales team—they know that sense of delight will translate to the !

A needs to be designed like a well-thought-out customer journey. Every nuance, before, during, and after, needs to make the sales advisors feel pampered, surprised, and provide a sense of belonging to the brand. Aren't these the same values we want to convey to our customers? What better way to embed these values in luxury sales advisors than to create an immersive luxury experience they can cherish eternally.

If you're a brand/training/sales manager, here are a few of the moments that I love suggesting to my clients:
⭐ Start with an exciting save-the-date and build up excitement in your sales team with teasers.
⭐ Avoid the mass mail invite and send personalized invites.
⭐ Set expectations with a detailed agenda and define the dress code.
⭐ Having a theme/logo/mood board for your event will make it all more exciting.
⭐ Choose an aspirational venue and eclectic menu your sales team doesn't have regular access to.
⭐ Expose them to the luxury lifestyle by teaching them about wine or cheese, helping them understand their customer's world better
⭐ Try to add elements of your brand wherever possible—if your brand logo is a flower, use that on tables, or if you have a popular scent or signature color, add a hint to decorations.
⭐ Show them extra care and attention to detail—with a proper welcome and farewell. Spray them with the brand fragrance the way you would a customer.
⭐ Add details like printed menus or a surprise gift and welcome note in their room.
⭐ Facilitate connections across functions and hierarchies so people actually build new and deeper relationships, not just hang out with the colleagues they lunch with daily.
⭐ Have an element of surprise through interactive quizzes and contests with giveaways.
⭐ Let’s not forget the best part—a generous goody bag 🙂
⭐ And treat your employees like customers—gather their feedback about the event
⭐ Share a personalized note and moments captured in photos, thanking them for attending.

It takes a lot of hard work and effort to design and execute luxury sales conferences, but the impact is transformative. Everything you want to teach your team in theory that could take months, they will learn in one day.

31/03/2025

EID MUBARAK!

As a human-centered designer, I strive to embed values like empathy and collaboration in the workplace. This Ramadan, while traveling in the GCC, I experienced these values firsthand—not just as concepts but as deeply ingrained ways of being.

✨ : On a long drive between destinations, I tried to abstain from drinking water out of respect for my driver, who was fasting. He, on the other hand, repeatedly offered me water with deep concern—a small but profound gesture that reminded me how true empathy is about thinking beyond oneself.

🤝 : In retail, where customer interactions are constant, fasting can be physically and mentally challenging. Yet, I witnessed team members lifting each other up—offering to cover for a colleague who needed a short break or simply providing words of encouragement. It was a beautiful display of shared commitment.

💡 : One evening, I was invited to share an Iftar meal. The warmth, generosity, and sense of community at the table made me reflect on how gratitude isn’t just about acknowledging what we have but about sharing it with others. In both work and life, moments of connection like these foster a sense of belonging.

This Ramadan, I was reminded that human-centered values aren’t just principles for the workplace—they are ways of living.

🌙✨ Eid Mubarak to all celebrating! May this special time bring you joy, connection, and a renewed sense of purpose.

13/02/2025

Luxury customers are choosing hospitality over retail—here's why:

Luxury customers are increasingly favoring hospitality over retail, and it’s clear why. I recently celebrated a special occasion at the Four Seasons Dubai, expecting great service—but what I experienced exceeded all expectations. As a luxury customer experience expert, I often highlight the Four Seasons for their legendary service, but living it firsthand was a masterclass. Here's what stood out:

• Impeccable Ex*****on: Every detail was flawless. The hostess pulled out the table, courses arrived seamlessly, and our glasses stayed full without asking.

• The Human Touch: Genuine interactions with managers made us feel valued beyond the transaction. It wasn’t just service; it was authentic care.

• Exclusivity Redefined: A chic crowd, elegant ambiance, and a thoughtful thank-you email with a direct booking link reinforced a sense of belonging to an exclusive community.

• Enduring Impact: Over 3.5 hours, we created memories and emotions no retail purchase could match.

This is the gold standard luxury brands must aspire to. As customers benchmark retail experiences against hospitality, how will brands adapt to retain their most valued clientele in 2025 and beyond?

Read more in my latest article—link in bio

13/02/2025

TRUE STORY – I WANT YOUR OPINION

I walked into a luxury brand’s store to get an additional hole on an old belt that was—much to my delight—too big for me.

This is how the scenario played out:
👤 Me: “Hello.”
👔 Sales Advisor: “Good afternoon, what can I do for you?”
👤 Me: “I need an extra hole on this belt that I purchased several years ago.”
👔 Sales Advisor: “Can I have a look?” (Opens it and counts holes.)
“As per our policy, we can’t create an additional hole. You already have six.”
👤 Me: “Oh, okay.”
👔 Sales Advisor: “You can try the repair store in the mall.”
👤 Me: “Sure, thanks.”

She did offer a solution, and I went to a general repair store to get the job done. But I couldn’t help but think about the interaction:

No connection – There was no effort to engage beyond the transaction.
Missed conversation – She didn’t take the opportunity to learn more about me.
Lack of storytelling – Why not frame the policy in a way that enhances the brand’s exclusivity?
Zero relationship-building – No effort was made to understand my needs or preferences.
A lost opportunity – A little interest could have easily encouraged me to buy a new belt.

I wonder how many such lost opportunities occur every day in .

🔹 What do you feel about this interaction? Was it purely transactional, or are my expectations too high?

30/01/2025

A 2025 Luxury CX Wishlist: Redefining Excellence in Retail

As luxury brands navigate an evolving landscape, the spotlight in 2025 is firmly on elevating the Customer Experience (CX). From my work with brands across India and the GCC, I’ve identified five critical areas for CX transformation:

1️⃣ Map the Customer Journey: Regularly map and analyze touchpoints to uncover gaps, foster empathy, and align teams on evolving customer expectations.
2️⃣ Hyper-Personalize CX: Move beyond VIP-focused strategies and craft experiences that cater to diverse personas, equipping advisors with tools to adapt seamlessly.
3️⃣ Revive the Basic moments: Strengthen simple yet impactful touchpoints like warm welcomes and tailored recommendations to create lasting impressions.
4️⃣ Transform Advisor Training: Replace outdated classroom methods with engaging micro-lessons and coaching to empower advisors to connect meaningfully.
5️⃣ Enhance Employee Experience: Build a culture of empathy from the top down, ensuring employees feel valued and motivated to deliver exceptional service.

Luxury CX in 2025 isn’t just about innovation—it’s about combining technology with a human touch to create emotionally resonant, unforgettable journeys. This wishlist is a roadmap to help brands move beyond transactions and craft experiences that inspire loyalty and love.

Read the full article link in bio

Sonali_Gogia

31/05/2025

30/05/2025

22/05/2025

14/05/2025

02/05/2025

25/04/2025

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