How to improve your existing Customer Service Experience in 7 steps
Research shows that if customers receive a good service experience, they will tell two or three people. But if they experience...
Catherine Rey
Reading Time: 6 min
Customer feedback on hospitality experiences: 5 best practices
Why is asking for customer feedback so important and how can it be done to enhance the customer journey? The findings of a recent...
Dr Matthias Fuchs
Reading Time: 4 min
Understanding Customer Experience Quality in the Hospitality and Leisure Industry
Understanding, defining, measuring, and ultimately improving customer experience quality is increasingly important to hospitality...
EHL Insights
Reading Time: 6 min
How to spot promising new opportunities during service design
The hospitality and service industry involves developing and adapting solutions and services that create better value and user...
Franck Louveau
Reading Time: 5 min
How to validate a Service Concept during Service Design: 5 step guide
You've conducted your research through interviews, questionnaires, or surveys. All the data is in order. You've studied and...
Ana McFee
Reading Time: 6 min
8 Reasons Why Service Excellence should be the goal of customer service
Customers' expectations are higher than ever. Technology has empowered them with ways to research companies, compare products and...
Franck Louveau
Reading Time: 6 min
5 Challenges you'll face when implementing a new service culture
Creating a new service culture in your company can be overwhelming. In fact, merely thinking about the idea of changing how you...
Catherine Rey
Reading Time: 6 min
The top 5 drivers of a successful company service culture
A service culture is one where customers are the foundation of the business. When customers receive exceptional services, they...
Catherine Rey
Reading Time: 5 min
Hospitality in healthcare: EHL's Hospital Reception Management course
Interview with Dr Lohyd Terrier (EHL Associate Professor of Organizational Behavior) and Béatrice Schaad (Head of CHUV hospital...
Dr Lohyd Terrier
Reading Time: 3 min
Industry 4.0: Why human-centric management is key
By putting the interpersonal and human component at the center of our activities, we will be equipped to transition into the...
Dr Achim Schmitt
Reading Time: 3 min