About Brandon
Designing Service That Feels Effortless—And Leaves a Lasting Impression
From five-star hotels to high-growth startups, I help businesses create customer experiences that drive loyalty, spark word-of-mouth, and fuel lasting growth.
I help tech and service brands translate five-star hospitality into practical, scalable customer and employee experience systems.
Over a decade teaching and consulting with The Peninsula, Forbes Travel Guide, and the world's leading luxury hotels taught me that luxury isn't opulence. It's the absence of discomfort. When that becomes the north star, you start to see the micro-frictions others miss: three extra clicks in onboarding, an awkward pause when a script fails, a confusing error state, a policy that creates needless work, a handoff that drops context.
My approach is pragmatic and systems-driven: map the journey, spot the friction, then engineer the simplest, most elegant fix that will scale. That can mean redesigning a flow, simplifying a policy, refining language, or building service blueprints, playbooks, and training. I work across the entire experience (in-product UX, support queues, success and renewals, operations, and cross-functional handoffs) so the experience is effortless for customers and manageable for teams.
The result: fewer escalations and rework, faster resolution, higher CSAT and retention, and teams that feel confident and equipped. And because every brand has its own authentic way of taking care of people, I help you operationalize that with five-star polish delivered in a voice that's unmistakably yours.
Fewer escalations · Faster resolution · Higher CSAT · Better retention.