Dr Alessandro Inversini
Creating Memorable Customer Experiences: How to Go the Extra Mile
EHL | May 9, 2023
By Flavien Brand, Dr. Alessandro Inversini, Dr. Matthias Fuchs The importance of customer experience management, a built-in feature In business, customer experience is often presented as a differentiator, something a company chooses to focus on in order to outperform its competitors. Yet, a company will inevitably interact with its customers at some point, and those customers' opinions about these touchpoints will affect their future behavior, including possible repeat purchases and word-of-mouth. Consequently, customer experience is not like an extra feature added to a product to make it more attractive, it is ‘built in’ and repre...
Customer Experience Transformation: How to Get the Essentials Right First
Dr. Alessandro Inversini | December 13, 2021
By Dr. Alessandro Inversini If we believe that the customer experience is the future of business, then understanding how your customers perceive their interactions with your company is a vital key to success. Getting essential customer experience right in every touchpoints can lead to more meaningful and transformative moments during the customer journey. What exactly is Customer Experience? Customer Experience is a multifaced concept which can be understood as the cumulative cognitive, affective, sensorial and behavioral impact of multiple touchpoints interactions between an organization and a specific customer. In other words, cus...
How City Hotels Are Reinventing Their Business Models to Stay Competitive
EHL Insights | November 17, 2021
City hotels are far from dead. They are just having to reinvent their offer to include more innovative and community-inspired ventures, activities and products to address the changing needs of their clientele. By Sarah de Vantéry, Dr. Alessandro Inversini How crises may trigger business models renewal In spite of numerous threats, with crises also come new opportunities. While many hotels had already started their digital revolution and were thinking of creative and innovative business strategies, the pandemic has turned this will to change into a real must. Finding ways to better monetize and commercialize different offers i...
Benefits and Difficulties of CSR Management in Travel and Leisure Companies
Dr Alessandro Inversini | September 13, 2021
The Covid-19 crisis has reinforced the strategic importance of Corporate Social Responsibility (CSR) for all organizations. In particular, the pandemic has fostered awareness that firms must introduce responsible policies and processes that focus management attention on long-term sustainability over short-term profits. Managing CSR issues is a necessary way to build consumer confidence & embrace business recovery Awareness is even greater across firms in the Travel and Leisure (T&L) industries whose business has been impacted dramatically by the crisis, as customers halted their buying decisions and business trips. Yet, academic sch...
How to Communicate CSR Effectively on Social Media?
Dr Alessandro Inversini | September 1, 2021
When a business communicates its practices of corporate social responsibility via social media platforms, how effective and impactful is this communication on its audience? CSR, a relevant aspect for all businesses Academic literature and practical evidence suggests that both large international firms and small privately-owned businesses are investing in Corporate Social Responsibility (CSR). CSR can be understood and defined as a series of activities and policies that encompass a firm’s responsibility for its impacts on society and the environment. CSR has become popular in the last decades with companies of all sizes engaging...
