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Service Design

Improve existing customer service experience
Service Design

How to improve your existing Customer Service Experience in 7 steps

Research shows that if customers receive a good service experience, they will tell two or three people. But if they experience...
Catherine Rey
Reading Time: 6 min
hospitality experiences
Service Design

Customer feedback on hospitality experiences: 5 best practices

Why is asking for customer feedback so important and how can it be done to enhance the customer journey? The findings of a recent...
Dr Matthias Fuchs
Reading Time: 4 min
Customer Experience Quality
Service Design

Understanding Customer Experience Quality in the Hospitality and Leisure Industry

Understanding, defining, measuring, and ultimately improving customer experience quality is increasingly important to hospitality...
EHL Insights
Reading Time: 6 min
New opportunities for service design
Service Design

How to spot promising new opportunities during service design

The hospitality and service industry involves developing and adapting solutions and services that create better value and user...
Franck Louveau
Reading Time: 5 min
How to validate a Service Concept
Service Design

How to validate a Service Concept during Service Design: 5 step guide

You've conducted your research through interviews, questionnaires, or surveys. All the data is in order. You've studied and...
Ana McFee
Reading Time: 6 min
Customer Service Excellence
Service Design

8 Reasons Why Service Excellence should be the goal of customer service

Customers' expectations are higher than ever. Technology has empowered them with ways to research companies, compare products and...
Franck Louveau
Reading Time: 6 min
Customer service culture
Service Design

5 Challenges you'll face when implementing a new service culture

Creating a new service culture in your company can be overwhelming. In fact, merely thinking about the idea of changing how you...
Catherine Rey
Reading Time: 6 min
human-centric management
Service Design

Industry 4.0: Why human-centric management is key

By putting the interpersonal and human component at the center of our activities, we will be equipped to transition into the...
Dr Achim Schmitt
Reading Time: 3 min
What is servitization
Service Design

What is servitization?

What is servitization? Its origins go back to 1988, Sandra Vandermerwe and Juan Rada presented what they termed the...
EHL Insights
Reading Time: 5 min
service robots
Service Design

6 main ethical concerns of service robots and human interaction

“Service Robots” come with a variety of ethical questions regarding their use. Research in this field can help to find the...
Dr Reza Etemad-Sajadi
Reading Time: 4 min
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