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Service Design

Service Design

Customer Service vs. Customer Experience: Key differences

Terms such as “customer service” and “customer experience” are commonly misinterpreted and interchangeably used. Similar as they...
Ana Palombini
Reading Time: 6 min
opportunity analysis
Service Design

Opportunity Analysis: An effective 3-step approach

In the hospitality and travel industries, experts can perform an opportunity analysis of a hotel or property. This is a helpful...
Jochen de Peuter-Rutten
Reading Time: 4 min
Customer Experience transformation strategy
Service Design

Customer Experience Transformation: how to get the essentials right first

If we believe that the customer experience is the future of business, then understanding how your customers perceive their...
Dr Alessandro Inversini
Reading Time: 4 min
service profit chain
Service Design

The importance of the Service Profit Chain

The Service Profit Chain establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty,...
Franck Louveau
Reading Time: 7 min
The Future of Customer Experience
Service Design

The Future of Customer Experience

The concept of Customer Experience (CX) has transcended traditional business boundaries, emerging as a dominant force in modern...
EHL Graduate School
Reading Time: 6 min
mobility trends carpool
Service Design

Mobility Trends: On the road to carpooling

The sanitary crisis we face has highlighted the vacuity of some of our practices; the way we work has changed, as has our...
Dr Lohyd Terrier
Reading Time: 6 min
Starbucks Superhero: Excellent customer service example
Service Design

Customer service experience examples: from customers to Superheros

Are you wondering what some of the best customer service experience examples are?Among companies with excellent customer...
Franck Louveau
Reading Time: 5 min
Service Design

THE Service Excellence Guide: from Service Design to Service Recovery

What is Service Excellence and why is it such a big deal? Learn more about this key hospitality ingredient with Hospitality &...
Franck Louveau
Reading Time: 10 min
5 steps to remedy a customer service failure
Service Design

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
service design
Service Design

An introduction to Service Design

Although service-oriented organizations now comprise 80 percent of the economy in developed countries, a surprising number of...
Olivier Verschelde
Reading Time: 4 min
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