How Emotional Connection Powers Luxury In Customer Experience

Great luxury brands compete on more than quality — they win on the experiences customers remember most.

This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can take from it.

Key takeaways from the episode:

✅ Emotional connection turns purchases into loyalty.

✅ Flow Leadership aligns People, Purpose, and Performance to fuel growth.

✅ Consistency across customer touchpoints builds trust.

Tune in and discover how emotional connection can be your strongest business strategy. Get a copy of Gaelle's new book Flow Leadership, which introduces a framework built on People, Purpose, and Performance.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.