Setting customer service goals: 4 steps to excellence
The importance of service excellence Did you know that 97% of global consumers view customer service as an important factor in...
Kanav Mata
Reading Time: 4 min
Service Design Thinking: 9 Principles to Abide By
Service design thinking is a critical component to ensuring a company's success in the service industry. It drives the user's...
Catherine Rey
Reading Time: 7 min
Service design and delivery process: 4 success factors
An efficient and effective Service design helps businesses work toward the goal of service excellence. A good way to understand...
Kanav Mata
Reading Time: 4 min
How to Achieve Service Excellence: 7 Critical Steps
The dictionary defines “Experience” as “an event or occurrence which leaves an impression on someone”. In my early days as a...
Kanav Mata
Reading Time: 3 min
How to measure service excellence? 6 KPIs
A happy customer is a loyal customer It’s a fact: businesses need their customers more than the customers need their business....
Kanav Mata
Reading Time: 4 min
The path towards customer-centricity in hospitality
Customer-centricity - or guest-centricity - should be one of the major concerns of managers in the hospitality industry. In fact,...
Dr Alessandro Inversini
Reading Time: 4 min
7 Signs You Need Help With Your Business Guest Experience
When you’re in the hospitality business, you can’t afford to allow even one guest to have a poor guest experience. As savvy...
Pierre Verbeke
Reading Time: 4 min
Unlocking Sustainable Strategic Renewal After Covid-19
Many nations, companies and individuals were still reeling from the negative effects of the financial crash that began in 2007,...
Dr Carlos Martin-Rios
Reading Time: 4 min
Investing in Cannabis: Is the Grass Greener for Investors?
Starting as a peculiarity in the 1970s in the Netherlands, the use of cannabis for medicinal or recreational purposes has gained...
Dr Jean-Philippe Weisskopf
Reading Time: 6 min
Hotel Spa Business: not as Relaxing as you Think
Luxury and upscale hotel spas rarely provide hotel owners with the same level of financial returns that they receive from other...
Dr Demian Hodari
Reading Time: 5 min