Posts tagged Service Design
Insight #30 - Effortless Service - The UNCXE Way

Effortless Service - The UNCXE Way

“What is Hospitality: Graciousness; the art of making people feel welcomed, comfortable, and at ease, preferably in a seemingly effortless manner.” — Abigail Charpentier, human resources VP, ARAMARK Sports, Entertainment & Conventions.This post has some ideas on how to move towards effortless service for your guests.

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The Must-Know "Peak-End Rule"​ for Service & Process Design. You Need To Factor This Into All Your Processes

The peak-end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience. The effect occurs regardless of whether the experience is pleasant or unpleasant.

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