Olivier Verschelde
Head of Service DNA - Senior Consultant at EHL Advisory Services
A checklist to support your staff with service recovery
Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with...
Olivier Verschelde
Reading Time: 1 min
Creating a lasting and strong customer service culture
You may have heard how important service culture is, specifically in the hospitality industry. But what exactly is service...
Olivier Verschelde
Reading Time: 2 min
6 Customer Service Experience Trends to watch for in 2022
Companies from all industries need to keep up with emerging service experience trends if they want to meet customer...
Olivier Verschelde
Reading Time: 3 min
Customer Experience: A Game-Changer For The Luxury Watch Industry?
At a Glance Luxury watch brands have developed a customer experience model built around exclusivity, personalization,...
Olivier Verschelde
Reading Time: 9 min
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
Service Design: A Complete Overview
Behind every smooth hotel check-in, intuitive mobile app, or efficient healthcare visit lies careful planning that connects...
Olivier Verschelde
Reading Time: 5 min