TUMI: Designing for World-class Experiences

You might know TUMI best for introducing their stylish, ultra-functional, black-on-black ballistic nylon travel bag that you see on the streets and in airports worldwide, but they are known for much more than that.

TUMI anchors superior quality and functionality to technical innovation and design excellence. They also provide world-class customer experiences that inspire the industry. According to Victor Sanz, Creative Director for the brand, if your question starts with, "Can you help? The answer is always yes.” TUMI relishes the opportunity to offer customers unparalleled support when things go wrong. That mindset is deeply attractive to customers and makes a brand powerful.

During this episode, Victor & I chat about what it means to understand the customer, what drives brand loyalty, and how to provide the same level of service and experiences no matter where in the world you are.