Exceptional Experiences That Build Trust and Influence

If luxury isn’t about cost, what does it really mean for PMO and transformation leaders? 

You know, executives don’t care about another report or another meeting on the calendar. 
 
As the pace of change speeds up and pressure mounts, what they really want is confidence, leaders who anticipate needs, remove friction, and make them feel supported through the chaos. 
 
Yet, too many project and transformation leaders are stuck playing the bellhop, moving tasks around, when what executives need is a concierge who creates exceptional experiences. 
 
In this episode of the PMO Strategies Podcast, I’m joined by Neen James, luxury experience expert and author of Exceptional Experiences. Together we break down her five “luxury levers” and how they help leaders create moments of trust, spark influence, and design stakeholder engagement that sticks. 
 

Why Exceptional Experiences Matter 

Creating luxury experiences means making stakeholders feel valued and supported. 
 
Before leaders question your role or overlook your contribution, you need to show up in ways that anticipate their needs and earn their trust. 
 
It’s not about overpromising or trying to impress with flash. It’s about building credibility through thoughtful touches, personalized interactions, and moments that show you understand what matters most to them. 
 
The reality is, task completion alone won’t set you apart. Anyone can check boxes. What builds influence is how you make people feel in the process, and whether your presence reduces friction or adds more noise. 
 
In our work with PMO and transformation leaders, we’ve seen too many teams get sidelined because they acted like bellhops, focused only on transactions, instead of like concierges who elevate every interaction. 
 
Here’s why exceptional experiences aren’t optional. They’re essential: 

• Stakeholders remember how you make them feel. Reports fade, but moments of personalization and care build trust that lasts. 

• Anticipation builds credibility. When you solve a problem before it surfaces, executives see you as indispensable. 

• Thoughtfulness is repeatable. Systemized touches, like knowing preferences or creating small monthly check-ins, prove consistency. 

• Champagne moments create pull. Small, extraordinary touches spark loyalty and make people want to work with you again. 

Lead With a Luxury Mindset 

You don’t need a big budget to create exceptional experiences. You just need to lead with the five luxury levers that make stakeholders feel valued, supported, and connected. 

These principles show that you’re not just delivering projects. You’re building relationships that earn trust and drive lasting IMPACT. 

Here are the five luxury levers you can start applying now: 

1. Anticipation
   Look ahead and solve problems before they surface. When executives see that you’re already three steps ahead, they feel confident relying on you.
2. Personalization
   Use names, remember preferences, and tailor interactions so people feel recognized. Small, thoughtful touches build stronger loyalty than any report.
3. Customization
   Adapt your approach to the context and needs of each situation. One-size-fits-all delivery feels transactional, while tailored experiences feel essential.
4. Fascination
   Bring energy, curiosity, and intrigue to your work. When people are drawn to your presence, they want to engage, listen, and lean in.
5. Champagne Moments
   Elevate the ordinary into something memorable. A simple, unexpected gesture can become the moment stakeholders talk about long after the project ends.
   

This Is the Shift That Changes Everything 

You’ve already built credibility, delivered results, and shown you can handle the pressure. Now it’s time to go beyond tasks and start creating experiences that leaders can’t forget. 
 
Executives aren’t asking for more reports. They’re asking for confidence, for leaders who make them feel supported, valued, and understood. 
 
This is where you step into the concierge role. 
 
When you shift from moving tasks around to elevating every interaction, from managing outputs to creating champagne moments, you stop being just a delivery leader. You become the trusted partner who makes strategy feel possible. 
 
You’re not only leading projects. You’re shaping the way people experience change, and that’s what builds lasting loyalty and influence. 
 
👉 Click play above to learn how the five luxury levers can help you show up with clarity, create exceptional experiences, and drive the kind of IMPACT stakeholders will never forget. 

Connect with Neen

P.S. Exceptional experiences don’t happen by accident. They’re designed with the right system. The 2-Day IMPACT Engine Practitioner Training and Certification gives you hands-on practice with my signature six-stage framework so you can deliver measurable business value, build trust with executives, and walk away certified with your own IMPACT Action Plan.

👉 Click here to learn more about this virtual course taking place October 15 – 16. 

P.P.S. There’s Still Time to Celebrate The IMPACT Engine Book One-Year Anniversary! Visit The IMPACT Engine book anniversary page to check out the book specials, freebies, enter the giveaway, and see what makes the IMPACT Engine System unlike anything else. Whether you’ve been with us from the very beginning or are just discovering the movement, today’s the perfect time to celebrate with us.