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Service Design

Service Design

Service excellence in hospitality industry: all about emotions!

In a series of pieces on luxury hospitality based on interviews with leading hoteliers in Paris, Suzanne Godfrey examines the key...
Dr Suzanne Godfrey
Reading Time: 10 min
Big data is one of the most effective marketing techniques to encourage loyalty and boost lifetime customer value.
Service Design

Personalize your customer journey like the Ritz Carlton

At first glance, big data might not seem like a critical tool to support your hospitality business. Big data certainly doesn't...
Meygan Gerber
Reading Time: 2 min
Service Innovation in times of Economic Downturn
Service Design

What innovative services should actually do during an economic downturn

Many nations, companies, and individuals are still reeling from the negative effects of the financial crash that began in 2007...
Dr Carlos Martin-Rios
Reading Time: 2 min
Service Design

Sharing economy VS uberisation: Two distinct concepts

Renting a Hermès bag for one night, being driven by your neighbor turned private chauffeur with Uber, exchanging your house for a...
EHL Insights
Reading Time: 3 min
Cross-industries innovation: Formula 1 has impacted fast-food dining
Service Design

Cross-industries innovation: Formula 1 has impacted fast-food dining

Transferring concepts and technologies from one industry to another can be an ingenious way to stay ahead of the game or bring...
Paola Bellia
Reading Time: 2 min
customer service culture
Service Design

Customer Service Culture: The Key to Doing Better

Now that travelers can use AI tools like ChatGPT as pocket travel assistants and technological features have become a staple...
André Mack
Reading Time: 7 min
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