Intentional Luxury

“Intentional Luxury unlocks the principles of elevated luxury service and client engagement, showing why contemporary and narrative skills are now vital for client-facing teams, our "emotional architects". A must-read book for any luxury retail professional."—Jean-Paul Auvard, Retail & Learning Strategist, former Head of L’Oréal University for Retail Luxury today is no longer defined by products alone. It is also shaped by the experience clients live, feel and remember. Intentional Luxury is a transformative guide for professionals who seek to engage clients in meaningful, high impact interactions, from boutique advisors and hospitality hosts to brand leaders and experience strategists. Drawing on over a decade of global practice, Dr. Matthieu Mielet introduces the concept of Elevated Client Engagement – a framework for delivering Intentional Luxury. Through real-world stories, practical tools, and a fresh perspective on luxury, this book reveals how the functional, relational, and sensorial dimensions shape client engagement, and how to develop them with expertise to consistently reach the elevated level expected today. Whether you are selling a timepiece in Paris, welcoming guests in Tokyo, or curating experiences in New York, this book equips you to: Develop the mindset and skills that elevate client engagement Personalize client interactions with intention, empathy, and attention to details Embed Elevated Client Engagement into team culture and leadership Transform commercial transactions into moments of resonance Create emotional resonance, advocacy, and loyalty More than a manual, Intentional Luxury is a call to elevate your client engagement craft and shape the kind of experiences clients remember, share, and seek again. Matthieu Mielet is Managing Partner at Oktave, the Swiss-based agency helping luxury brands elevate client experience and accelerate business performance. A strategist and expert in luxury Client Engagement, he advises global groups and retail teams worldwide. With over a decade of practice, Matthieu has designed and delivered hundreds of consulting assignments, coaching and training programs for brands such as Bulgari, Cartier, Diptyque, Ferrari, L’Oréal, Louis Vuitton, Porsche and many other prestigious Maisons. Having lived for 15 years in China, he brings a truly “glocal” perspective, combining an international mindset with a nuanced understanding of Asian markets. The son of a retail family, he holds a doctorate from the University of Monaco on Client Engagement and the productive balance between selling and serving. He lives and works in Paris.