Defining service excellence: Setting the highest standards of service in 2024
Once upon a time, in a land far, far away, there lived a time when excellent service was the hallmark of a luxury experience –...
Kimberly Yoong
Reading Time: 7 min
Decoding consumer psychology: Secrets to customer delight
By strategically integrating joy and surprise into your customer interactions, you tap into the realm of consumer psychology....
EHL Graduate School
Reading Time: 5 min
Transforming customer experience management: The power of hospitality
More than a mere word, hospitality has evolved from being a term primarily associated with the hotel and restaurant industry to...
Veronika Mercier
Reading Time: 4 min
Understanding Customer Captivity: When Clients Want to Leave but Can't
Have you ever wanted to switch service providers but felt like you had no choice? If this sounds familiar, you’ve experienced ...
Dr Jie Yu Kerguignas
Reading Time: 3 min
How good acoustic design can enhance guest experience and comfort
There is a growing interest in acoustic design, the process of considering and carefully curating the acoustics of rooms and...
EHL Graduate School
Reading Time: 5 min
Creating memorable customer experiences: How to go the extra mile
“Businesses can’t miss the chance to create experiences nowadays. To successfully design experiences means to go the extra mile -...
EHL Faculty
Reading Time: 4 min
Top Customer Service Trends Of 2026
As customer expectations evolve and AI reshapes interactions, customer service matters more than ever, and the hospitality...
Franck Louveau
Reading Time: 11 min
Digital Service Design that skyrocket customer acquisition and innovation
Cutting-edge service design practices are among the driving forces behind behemoths like Nike, SAP, and Apple. Such...
Ana McFee
Reading Time: 5 min
7 tips for successfully embedding Customer-Centric Governance into company DNA
Today's business world requires companies to put customers in the driving seat. Nurturing customer relationships is the secret to...
Meygan Gerber
Reading Time: 6 min