About Refinement House

Growing up, my parents owned a café. I remember asking why they stored the coffee cups in the crammed space above the espresso machine instead of the many cabinets that sat half-empty. My mom told me, "Coffee tastes better when the ceramic cup it's served in is already warm."

That's the kind of detail customers feel but can't quite articulate. The reason they keep coming back to you instead of the three other cafés on the same street. I've spent the last two decades working on the customer experience side of some of the largest consumer brands in the world — Saks Fifth Avenue, Bergdorf Goodman, Macy's, SK-II, Olay, Gillette, and many others — and more recently in technology, focused on how brands evolve their experiences in a digitally enabled world.

My real specialty sits at the intersection of two worlds: the meticulous, intuitive eye of a family-run business, and the operational discipline of the largest brands. That's what Refinement House is built on.

I work with consumer brands, boutique retailers, coffee shops, restaurants, fitness and wellness studios — refining the small details that quietly elevate their customer experience and turn first-time customers into loyal ones.

— Iris