How Emotional Connection Powers Luxury In Customer Experience
The strategy behind luxury experiences that any industry can apply.
Great luxury brands compete on more than quality — they win on the moments customers remember most.
On this episode of The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shares how the Swiss luxury watchmaker builds loyalty by combining renowned craftsmanship with emotional connection to create value beyond the product itself.
For high-end brands, purchases carry meaning — from recognition to celebration — making connection the true driver of loyalty. At Breitling, this insight shapes how leaders develop people, design journeys, and measure success.
Gaelle also introduces ideas from her new book Flow Leadership, built on People, Purpose, and Performance. By aligning employees with purpose, leaders create conditions for authentic connections that inspire customers and fuel sustainable growth.
Key takeaways from the episode:
Emotional connection turns purchases into loyalty. Companies that move from transactions to relationships build deeper, lasting bonds.
Flow Leadership turns culture into growth. Aligning People, Purpose, and Performance empowers employees to deliver authentic experiences.
Consistency across touchpoints builds trust. From boutiques to e-commerce to after-sales, every interaction shapes long-term value.
Gaelle’s message extends beyond high-end brands: companies in every industry can strengthen loyalty and growth by treating customer connection as a strategic driver.
👉 Listen now to learn how emotional connection and Flow Leadership can transform your customer strategy. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
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