An occasional perk of the job is the chance to see behind the curtain at a company you have a personal fondness for. As keen photographers and design obsessives, one such brand for us is Leica, whose cameras and lenses are as famous for their unsurpassed quality as the iconic photographs they’ve produced.

Needless to say, when Ben Smith and I were invited to tour the factory and meet with members of the retail, service and customer experience teams it was a dream come true, and the experience did not disappoint. Seeing first-hand the care that is lavished on making and servicing their products immediately recalibrated our quality benchmarks.

A huge thank you to Cathy Tabatabaie (Inman), Marc B. Wälti and the team for hosting us, and for the rich dialogues about all things CX. It was an incredible privilege and an unforgettable experience.

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