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In this episode of The Intangible Brand, Jerry and Carl sit down with Darrell Grant, Chief Experience Officer at Hightower Wealth Advisors, a firm redefining what client experience looks like in the wealth management space.

Darrell shares how intentional service design — what he calls a “butler mindset” — transforms everyday client interactions into moments of trust and care. He breaks down how small cues, like a prepared meeting room or a thoughtful follow-up, can signal excellence long before results are measured.

From his philosophy of “unbelievable” service to his belief that CX is a team sport, Darrell offers a practical look at how to build systems that make care consistent — not random. It’s a conversation about translating empathy into process and building trust by design.

In this Episode

• The “butler mindset” and how it shapes every client touchpoint (00:02:15)
• Bringing a brand promise of “unbelievable” service to life (00:06:45)
• Why great CX depends on shared systems, not heroic gestures (00:12:30)
• The 30-day follow-up that shows up when support fades (00:18:10)
• How internal culture enables consistent, human client experiences (00:24:00)
• The importance of aligning employee onboarding with client experience (00:30:25)

Guest

Darrell Grant is Chief Experience Officer at Hightower Wealth Advisors, where he leads efforts to design and deliver a client experience rooted in trust, consistency, and care. Drawing inspiration from Unreasonable Hospitality by Will Guidara, Darrell helps his team turn small, thoughtful details into powerful signals of the firm’s brand promise.

Resources

• Unreasonable Hospitality by Will Guidara
• Hightower Wealth Advisors
  
  

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