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Human Experience

Human Experience

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
Chinese tourist revenge tourism
Human Experience

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
Hospitality is a skill
Human Experience

Why Hospitality is important as a skill and not only as an industry

STORY HIGHLIGHTS The hospitality industry is a thriving sector that has customer service and creating exceptional customer...
EHL Insights
Reading Time: 4 min
Extreme tourism
Human Experience

Extreme Tourism: Thrills, Ethics & the Questions They Raise

Extreme tourism has moved from the fringes to the spotlight, attracting attention not only for the daring experiences it offers...
Natacha Reymond
Reading Time: 4 min
Service Culture
Human Experience

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
service culture
Human Experience

What is Service Culture?

You may have heard how important service culture is, especially in the hospitality industry. But what exactly is service culture,...
Franck Louveau
Reading Time: 4 min
customer experience strategy
Human Experience

How human touch in service encounters makes a winning customer experience strategy

This article focuses on the power of touch in service encounters. It is a timely topic as physical distances in restaurants have...
Dr Sébastien Fernandez
Reading Time: 4 min
Human Experience

Choose kindness to make a difference in marketing

Marketing is a part of all successful business, whether you're selling yourself or selling a product. The relative merits of...
Véronique Malan
Reading Time: 6 min
how social clubs have been reimagined
Human Experience

Inclusivity vs exclusivity: how social clubs have been reimagined

In a world of increased connectivity and a heightened desire for social inclusiveness, the hospitality space has been abuzz with...
Kimberly Yoong
Reading Time: 7 min
EHL’s Customer Experience Management Institute: prioritizing customer-centricity
Human Experience

EHL’s Customer Experience Management Institute: prioritizing customer-centricity

In September 2020, EHL launched a new research institute called the Institute of Customer Experience Management. The launch of...
Dr Alessandro Inversini
Reading Time: 3 min
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