Every Detail Matters

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Every Detail Matters •

Master the art of exclusive experiences that leave outstanding impressions.

Ready to CURATE a world beyond five stars?

The OI Experience is Heidi’s signature workshop customised for luxury brand teams in all high-end industries. If you’re ready to transform every touchpoint into an unforgettable moment, then you’re in the right place.

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Heidi Cole

LUXURY CLIENT EXPERIENCE SPECIALIST

Welcome. If you’ve ever sensed something was missing, even when everything looked perfect or ticked boxes, you’re not alone.

Across two decades in the private jet world, luxury media and global hospitality, I’ve seen how often service is performed… but not felt.


True luxury isn’t about ticking boxes - it’s about emotional connection, intuitive detail, and the kind of presence that stays with someone long after the moment has passed.

I guide brands and teams to move beyond surface level delivery and into internalised excellence, where even the smallest interaction becomes deeply memorable.

Work With Me

THE ART OF

luxury EXPERIENCES

Trusted by brands across the globe who value discretion, depth, and unforgettable client experience.

  • Keynote talks on luxury service and human connection that bring presence, psychology, and self-leadership to the forefront.

  • Custom strategies that uncover the gaps between what's delivered and what's felt, elevating service excellence and strengthening customer connection.

  • Discreet evaluation of your complete client journey to assess tone, timing, warmth, and awareness across every touchpoint. This defines the holes from first contact to final goodbye that need to be addressed.

  • Impactful workshops and training for luxury brands across travel, fashion, beauty, and beyond. Choose from ready-to-go programmes or fully bespoke experiences tailored to your challenges. Every session focuses on how your team shows up and the energy clients feel in every moment.

  • Immersive workshops that go beyond surface-level training, built around etiquette, manners, and presence. Delivered virtually or in person and fully tailored to your team's avenues of improvement.

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Intuition Meets Excellence

Most luxury training teaches scripts and standards. The OI Experience teaches an intuitive approach. Your team will learn to read the room, anticipate needs before they're spoken, and handle high-pressure moments with grounded confidence. They'll leave with practical tools for tone, timing, and presence that transform routine interactions into experiences clients can't help but talk about. This is a team development investment that blends theory with real-world insight rooted in two decades of experience in VIP service.

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TESTIMONIALS

  • Monish BhandarI

    A huge thank you to Heidi Cole for delivering an inspiring and thought-provoking session to more than sixty of our Travel and Aviation students at Slough & Langley College.

    One student summed it up perfectly: “I loved how Heidi kept it real and was herself.”What sets Heidi apart is not only how she engages learners, but how she develops and uplifts staff as well.

  • JANINE G.

    Couldn’t be prouder of how we managed to make all our sales associates and trainers attending feel what true hospitality and the pinnacle of our strategy is all about!!
    Full circle moment

  • Fahr

    what an incredible two days! We have taken away so many valuable insights and ideas from your sessions, and now the exciting challenge is to bring them to life and translate them into action with our teams.

    I am confident this will elevate the experience across our market.

    Thank you for your amazing energy and inspiration it truly made a difference.

  • ALICE KING

    Heidi is amazing! As beautiful on the inside as she is on the outside. An ultimate professional with such grace and kindness. I highly recommend her for her flight attendant abilities, TV, and print. She is very universal and a perfect face and representation of any organization

  • Azri

    I was so inspired by your graceful presence and your inner peace.

    May we keep building, yes better business experiences but, better human beings for the experience on Earth!

  • Stephanie

    I'm very thankful for all the knowledge you gave us and the experience you shared with us in the past week!

  • Patti

    I am proud of what we’ve accomplished together. Your passion and dedication for Hospitality have been inspiring throughout this journey, and I have no doubt that the impact of these trainings will be felt far and wide.

the process

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Trusted by the World's Most Discerning

A career serving royalty, ultra-high-net-worth individuals, and global leaders has revealed that true service isn't about perfection, it's about emotional attunement and the ability to stay composed when challenges arise.

  • Consulting

    Tailored strategies that refine, elevate, and position luxury brands for enduring success and unmatched exclusivity.

  • Speaking

    Inspiring audiences with profound keynotes that reshape the industry, driving exceptional outcomes for luxury leaders.

  • Workshops

    Equipping brand teams with intuitive service mastery and the deeper nuances of delivering exceptional impact.

  • CX audit

    Discreet services that reveal unseen opportunities to refine and perfect the ultra-luxury client experience.

Get In Touch

Genuine heartfelt connection

bridges so many gaps

a perfect, flawless service simply cannot.

Heidi Cole

Do you feel like...

✔ You’re ticking the boxes of luxury service but not truly setting your brand apart as an icon in the industry?

✔ Your staff is missing the intuitive and proactive skills that would make your clients feel like their minds are being read?

✔ At times, the luxury experience feels off despite it being perfect on paper?

✔ You’re nailing most of the sensory aspects of luxury service but you want to hone in on leaving an impression that is deeply and unforgettably felt?

Do you want your team to learn to:

✔ Meet the unspoken needs of your clients

✔ Create extraordinary experiences that leave a profound impression

✔ Leverage emotional intelligence and intuition to transform luxury service into a sense of belonging

✔ Maintain an unshakeable poise in all situations allowing your clients to feel like they are coming home

✔ Use human dynamics in your favour, adding a layer of intuition and authenticity to your brand culture

✔ Discover the signature nuances and luxury touches that put your service second to none

✔ Deliver a holistic experience that puts all their previous experiences in the shade

✔ Maintain exceptional consistency no matter what hurdles arise

✔ Understand and apply the psychological framework during interactions and communication with UHNW clients that keep them exceptionally satisfied, and return.

Discover The Magic Touch

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Discover The Magic Touch •

“We are not thinking machines that feel; rather, we are feeling machines that think.”

Antonio Damasio

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