Reports, Cases Studies & Infographics

Dive deeper into insights and research about hospitality, business & education.


Service Excellence Guide: from Service Design to Service Recovery

A large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service. In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices. In fact, accord...

All resources

Service Excellence Guide: from Service Design to Service Recovery

Infographic: Key differences between Customer Service and Customer Experience

Infographic: Benefits of excellent customer service

How to Achieve Service Excellence? A 7 Step Action Plan

Discover our upcoming infosessions and webinars


Infographic: 7 steps to Achieve Service Excellence

Service Excellence Best Practices for the Service Industry

5 fundamentals to improve your customer experience

Checklist: How to conduct great customer interviews?

Understanding consumer behavior: How to influence the decision-making process?

Understand your audience: how to conduct customer interviews?

The 5 Drivers of Company Service Culture

6 Customer Service Experience Trends to watch for in 2022

Creating a lasting and strong customer service culture

4 steps to achieve Cultural change

Service Design guide: A human-centric methodology

Infographic: Service Design Process & Benefits

Create a Service Blueprint that actualy bring your service to life

Infographic: Product-Centric VS Customer-Centric

Infographic: Is Your Organization Customer Centric?

How to define Customer service excellence goals & KPIs?

Infographic: 10 main qualities for Servant leadership

A checklist to support your staff with service recovery

Service Recovery Matrix: How to handle customer complaints?

Harness the power of social media for communicating CSR

Bakery vocabulary guide

What can I do with a culinary arts degree?

Hospitality Skills: Foundation For Higher Emotional Intelligence (EQ)

Destination marketing: how to use images to promote a destination

European hotel price index - 2020 edition

European hotel price index - 2021 edition

Customer orientation report: hiring and training customer-oriented staff

Hospitality innovation industry report: helping hoteliers better understand hospitality innovation strategies

Millennials in the workforce: best practices in talent management strategy

Sustainable Hotels and Restaurants: How to make a 5-star resort more sustainable

Exchange Rate trends: How do they impact hotel performance?

Hotel Concept Handbook: Developing a Compelling Hotel Concept

Effective online networking practices for Swiss SMEs

Research report: Driving flexible working structures in hotels

Hospitality Industry Outlook 2023

Food & Beverage (F&B) Report: New Standards in Hygiene and Safety

7 things you didn't know about Vocational Education

Invest in Education Guide: 10-step Action Plan

A digital transformation roadmap for e-Learning plans

Student Recruitment Guide

School's Policies & Procedures Guide

How to increase student employability Guide

School Facilities & Infrastructures Guide

Benefits of Investing in Education

7 Dimensions of Teaching Excellence Infographic

Vision, Mission and Values Statement process infographic

Strategic Planning for Education Infographic

Customer Interview Checklist

How to select your school location? Infographic

How to transform your educational institution?

EHL digital transformation case study

Digital Readiness Checklist

How to Identify High-Potential Employees? - Infographic

Recruitment VS Talent Acquisition Infographic

Top 10 Qualities of the Best Facilitators

Online Course Anatomy Infographic

How to structure your curriculum ? E-learning VS Blended learning

Want to study at the best Hospitality University in the world?

Explore the various EHL programs depending on your level, aspirations, career goals and personality.

Got a story to share? Become an EHL Insights contributor