How TUMI is Designing for World-Class Experiences

Featuring Victor Sanz
Creative Director at TUMI

In this Gladly podcast episode, Victor Sanz, TUMI’s Creative Director, explains 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 or the customer are.

You might know TUMI best for introducing their soft 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.

Learn how TUMI relishes the opportunity to offer customers unparalleled support when things go wrong; a mindset that is deeply attractive to customers—and that makes their brand powerful.

"The salesperson on the floor at Rodeo Drive should have the same type of interaction as our Vidalia, Georgia customer service.At the end of the day, we should be able to swap both of them and they should be in that same environment with that same level of confidence, and that same level of precision, and empathy for the customer."

Victor Sanz
Creative Director, TUMI,