The RMI is a game-changing luxury candidate/employee assessment created by top neuroscientists that Measures the 5 critical behaviors empirically proven to increase sales and build lasting relationships.

Luxury Industry Problem: Low Front Line Employee Productivity/High Turnover

 

•Poor employee selection and development —> low productivity / high turnover —> top-tier client relationship disruption / attrition = $$$ millions lost annually

•Average Turnover In Luxury: - Retail Finance – 30% - Retail – 35% - Automotive – 50% - Hospitality – 80%

 

The Empirical Research Breakthrough

•Proprietary database of 23 years of qualitative/quantitative research with tens of thousands of Affluent/HNW/UHNW consumers who identified attributes/behaviors they require to establish a trusted relationship with a luxury brand ambassador.

•Proprietary database of 23 years of methodologies/results from training thousands of luxury professionals who identified what top sales associate attributes/behaviors drive trusted client relationships.

•Analytics from both groups converged on the 5 Pillars of Relationship Mastery that Luxury Institute has successfully executed in its training programs with dozens of brands:

•Trustworthiness

•Expertise

•Kindness

•Empathy

•Creativity

 

proof the 5 pillars drive sales results…

Research-Driven Framework: The RMI Tool is built on Luxury Institute’s 5 Pillars, developed from a database of extensive empirical multi-year research with Affluent/HNW/UHNW luxury consumers who told us what inspires them to purchase more and build lasting relationships.

Proven Business Impact: Luxury and Premium Brand Client case studies empirically/consistently prove that training teams with the 5 Pillars of Relationship Mastery achieves measurable increases in sales.

…across all luxury/premium categories

TIER 1 PERFORMANCE LEADER, PORSCHE NORTH AMERICA "Porsche Cars North America have adopted several key elements of The Luxury Institute’s 5 Pillars of Relationship Mastery System, helping the brand achieve consistent top-three finishes in JD Power's benchmark Customer Service and Sales Satisfaction Index surveys, including #1 in both surveys in 2025."

CRM HEAD, BOTTEGA VENETA “The implementation of Luxury Institute’s global training system that included the 5 Pillars of Relationship Mastery, was instrumental in doubling Bottega’s sales in 3 years”

CEO KNOT STANDARD                                                                                                                                             “The system provided not only an increase in sales performance – 54% increase in sales and 11% increase in average order value in six months – it also provided a consistent management platform to facilitate expansion into new markets”

CEO AT LAURA MERCIER                                                                                                                                        Our #1 Market (NY) went from flat to 15% and increased retention in one location by 50%. The program enabled our sales, education, and artistry group to create daily rituals, behaviors and metrics to deliver the client experience mandated by our company culture.”

 

The Solution: The Relationship Mastery Index

•RMI is the game-changing RELATIONAL INTELLIGENCE employee assessment that evaluates candidates and employees across the 5 Pillars and quantifies each individual’s propensity for the Pillar behaviors that build trusted relationships.

•RMI also identifies how to develop each individual for optimal performance.

•The RMI currently hosts core assessments at several levels for the Luxury retail, hospitality, automotive, and retail finance with the intent and capability to expand into all industries.

 

RMI SCIENTIFic Validation

•Personality tests attempt to measure who you ARE as a person, your “Innate Talents”, but the science says you cannot improve them.

•RMI measures what you actually DO, the “Behaviors” that build trusted relationships, and coach you to brilliantly execute the skills of Relationship Mastery.

•RMI algorithm was designed by top Neuroscience team to identify candidates/employees who have a high propensity   to succeed in high‑trust client roles.

•RMI was scientifically tested/validated with associates at a top luxury brand: - Matches or exceeds most best-in-class, state-of-the-art assessment tools for reliability and validity - Statistically correlates with individual employee KPIs/total brand KPIs - Aligns with EEOC and UGESP requirements and demonstrates NO BIAS