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Blog

A 4-step plan to setting service excellence goals that will take your business to the next level.
Service Design

Setting customer service goals: 4 steps to excellence

The importance of service excellence Did you know that 97% of global consumers view customer service as an important factor in...
Kanav Mata
Reading Time: 4 min
Service Design Thinking: 9 Principles to Abide By
Service Design

Service Design Thinking: 9 Principles to Abide By

Service design thinking is a critical component to ensuring a company's success in the service industry. It drives the user's...
Catherine Rey
Reading Time: 7 min
Building Processes Is Key to Effective Hospitality Service Design
Service Design

Service design and delivery process: 4 success factors

An efficient and effective Service design helps businesses work toward the goal of service excellence. A good way to understand...
Kanav Mata
Reading Time: 4 min
Shifting from scientific operations to a world-class experience, Virgin Galactic is creating the best possible journey for their future astronauts.
Travel

Redefining the Travel Customer Journey with Virgin Galactic

It is another level of personalization, it is not only to be sure to have the right water and the right pillow in the room, this...
Pier-Luca Rapin
Reading Time: 4 min
Singapore's economic success
Hospitality

Singapore: The Reasons Behind Its Economic Success

In May 2019, IMD issued the last World’s most competitive economies and Singapore ranked first. Now, what are the factors that...
EHL Faculty
Reading Time: 3 min
F&B Business Management

Investing in wine: The hedonic investment par excellence

In recent years, wine has made a remarkable entry into the world of alternative investments. This emotionally charged asset has...
EHL Faculty
Reading Time: 3 min
Aviation

Taking Off: Service Excellence at Singapore Airlines

Have you flown on a long-haul flight to Asia recently? Chances are you've considered making the journey with Singapore Airlines....
Holden Madison
Reading Time: 4 min
Service Culture

How to Achieve Service Excellence: 7 Critical Steps

The dictionary defines “Experience” as “an event or occurrence which leaves an impression on someone”. In my early days as a...
Kanav Mata
Reading Time: 3 min
Talent & Culture

Three Gardening Tricks to Grow a Collaborative Hospitality Culture

We cherish and nurture the uniqueness of all our talents, tailor opportunities to their needs, and encourage leadership through...
EHL Insights
Reading Time: 3 min
How to achieve customer service excellence and keep your customers, and business, happy
Service Design

How to measure service excellence? 6 KPIs

A happy customer is a loyal customer It’s a fact: businesses need their customers more than the customers need their business....
Kanav Mata
Reading Time: 4 min
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