The art of listening: Why ‘the little things’ matter most in luxury

Seeing ultra-wealthy clients as walking wallets is the biggest mistake a brand can make, turning loyal clients into vocal critics. The smallest gestures leave the most lasting impressions. As Tom Cruise’s character in Vanilla Sky precisely observes, “The little things… there’s nothing bigger, is there?” This profound insight resonates deeply when it comes to high-end customer experiences, especially when catering to high-net-worth individuals (HNWIs) and ultra-high-net-worth individuals (UHNWIs).