How does Service Excellence for youngsters alter Customer Care
Millennials and generation Z, our future big spenders, are more and more interested in the experience-driven economy. Adjusting...
EHL Graduate School
Reading Time: 2 min
Service excellence in hospitality industry: what a 5* Hotel GM says
Against the backdrop of relentlessly evolving consumer demands and technological disruption, what does service quality mean...
Franck Louveau
Reading Time: 3 min
Consumer segmentation: Successfully tapping into the emotional
The process of dividing the larger, homogeneous market into distinct consumer segments based on varying attributes is not a novel...
Mael Le Pouesard
Reading Time: 3 min
Sustainability: more relevant to the future of tourism than ever?
The “new normal” cannot be implemented without sustainability as a core value that underpins the entire business structure. From...
Noémie Danthine
Reading Time: 3 min
Service design in hospitality: why a holistic approach is the winning formula
On a global scale, the tourism industry impacts over 284 million jobs. These jobs comprise an enormous sector of the global...
Xiaodong Zhang
Reading Time: 4 min
Customer Service Recovery: Turning Discontent into Loyalty
Failures in customer service are inevitable. Whether you’re just starting your hospitality business or are working as a...
Kanav Mata
Reading Time: 6 min
Sustainable gastronomy: An opportunity for a green recovery
In celebration of the UN Sustainable Gastronomy Day on June 18th, EHL’s Carlos-Martin Rios (Professor of Management &...
Dr Carlos Martin-Rios
Reading Time: 4 min
22 Best practices for your Spa and Wellness during post Covid-19
New ways of working, new consumption patterns, new ways of interacting with guests, and most certainly, new cleanliness standards...
Global Asset Solutions
Reading Time: 7 min
10 video chat apps to use if you're social distancing
Even before the COVID-19 pandemic made working remotely from home a necessity for many people, videoconferencing was an important...
EHL Insights
Reading Time: 5 min
Service design definition: how hospitality leaders see it.
Over the past few decades, service-related businesses have seen incredible growth. They now comprise about 80 percent of the...
Franck Louveau
Reading Time: 4 min