Defining service excellence: Setting the highest standards of service in 2024
Once upon a time, in a land far, far away, there lived a time when excellent service was the hallmark of a luxury experience –...
Kimberly Yoong
Reading Time: 7 min
What is the triple bottom line and how does it work?
In a world where corporate greed and profiteering have been cited as two of the primary drivers behind the ongoing cost-of-living...
EHL Graduate School
Reading Time: 5 min
How consumer insight is a driving force in navigating CSR
It used to be the case that organizations were only responsible to their owners and shareholders. The primary goal was to make a...
EHL Graduate School
Reading Time: 5 min
Decoding consumer psychology: Secrets to customer delight
By strategically integrating joy and surprise into your customer interactions, you tap into the realm of consumer psychology....
EHL Graduate School
Reading Time: 5 min
The Importance of Cultural Intelligence in Hospitality
We all know that good service is kind, correct, respectful, efficient, and effective, but what if those qualities mean different...
EHL Insights
Reading Time: 5 min
Why is ESG important? Navigating challenges, embracing sustainability
Environmental, social, and governance (ESG) issues are increasingly prominent in the decision-making processes of investors,...
Stefan Güldenberg
Reading Time: 4 min
Transforming customer experience management: The power of hospitality
More than a mere word, hospitality has evolved from being a term primarily associated with the hotel and restaurant industry to...
Veronika Mercier
Reading Time: 4 min
Customer service management with a people-first hospitality touch
Are your customers receiving excellent service? How can you be sure? These questions are a good place to start when examining one...
Meygan Gerber
Reading Time: 5 min
The return of the Chinese tourist?
This second part of EHL Institutional Visibility’s three-part series on China looks into the long-awaited return of Chinese...
Andrew Brenner
Reading Time: 3 min
Healthcare Industry: Employee happiness is key to patient happiness
Human interaction is more important than ever as society recovers from COVID-induced social changes and welcomes the arrival of...
Dr Meng-Mei Maggie Chen
Reading Time: 7 min