Sonali_Gogia

Sonali_Gogia Customer experience,
Communication &
Collaboration

Rush hour doesn’t have to mean rushed service.Luxury clients may accept a wait—but never indifference.In my latest artic...
29/08/2025

Rush hour doesn’t have to mean rushed service.
Luxury clients may accept a wait—but never indifference.
In my latest article, I share 3 moments where small shifts in advisor behavior can transform peak-hour chaos into moments of connection.

Read it - LINK IN BIO

WHEN STORES GET CROWDED, DOES SERVICE HAVE TO SUFFER?I often hear: “The store was busy, so I couldn’t spend much time wi...
20/08/2025

WHEN STORES GET CROWDED, DOES SERVICE HAVE TO SUFFER?

I often hear: “The store was busy, so I couldn’t spend much time with the customer.”
High footfall doesn’t have to mean a poor luxury experience.
The secret?

Being intentional in 3 key moments:
1. Welcome — Always acknowledge, never ignore
2. Product Presentation — Careful details, even in chaos
3. Farewell — Leave them feeling valued, not rushed

These take no extra time—just presence of mind.
📌 Full article link in bio

💬 How does your store keep service standards high on its busiest days?
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As a customer, when are you likely to remember a brand interaction? Memorable moments are created when a brand is able t...
23/07/2025

As a customer, when are you likely to remember a brand interaction?

Memorable moments are created when a brand is able to deliver a unique customer experience, delighting the customer with the unexpected and the unusual.

I just published a new piece on how luxury brands can re-examine their customer experience to offer a signature experience.

If you're in luxury, branding, or CX—this one's for you.
👉 Read the full article - link in bio

Would love to hear your thoughts.

What makes your brand experience truly your own?In a world where even luxury can feel generic, the real differentiator i...
11/07/2025

What makes your brand experience truly your own?
In a world where even luxury can feel generic,
the real differentiator isn’t just product or service,
it’s how intentionally your customer experience reflects your brand’s values.

Luxury clients today expect more than elegance.
They want meaning, emotion, and personal relevance at every touchpoint.
But are your journeys, personas, and frontline teams really delivering that?

In this post,
I share four foundational steps to help
luxury brands design an experience that’s deeply aligned,
emotionally resonant, and impossible to replicate.

Swipe through for a preview.

Read the full article on - How Luxury Brands Can Offer Signature Customer Experience (link in bio)

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We spend so much time perfecting our structures and processes internally. But our customers don’t see those.They only ex...
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 🔗

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

A DELIGHTFUL DOHA From the moment I arrived in Doha, I was struck by a quiet yet undeniable sense of luxury. ✨ The wel...
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 ?

Ever feel like your brand is doing everything right — but still losing customers?You’re not alone.In this short story-ba...
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

DO YOU FEAR NETWORKING ? YOU MAY RELATE TO THIS..As a semi introvert I never looked forward to networking events.Fortuna...
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.

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