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Service Design

Service innovation
Service Design

Service Innovation: Embracing design thinking in business model innovation

This is the challenging backdrop against which companies are turning to service innovation to set themselves apart from the...
Dr Nicole Hinrichs
Reading Time: 4 min
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
Customer Service and Recovery via Social Media
Service Design

Customer Service and Recovery via Social Media

More than half of the world’s population currently uses social media. People turn to the various platforms to connect with...
Ana McFee
Reading Time: 7 min
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