Alain Najar
Alain Najar
Alain Najar: EHL Business Hospitality school graduate, MBA-BSL Lausanne, certified trainer HES-SO-Switzerland, Certified Hospitality Educator-USA, EFQM expert, LQA mystery shopper. Worked 13 years: Hilton-11years, Sheraton, Accor, in Kuwait, Dubai, Madagascar, Syria, Egypt. He joined EHL as a senior lecturer for 30 years, teaching F&B management and Service Quality Design related to Customer Experience-CX. Currently, at the head of Najar Hospitality Consulting, he still share his knowledge as a visiting professor, delivers seminars and certifies hotels schools around the world.
Importance of Differentiating Between Personalization and Customization
In the context of guest experience, "personalization" and "customization" are often used interchangeably, but they do have distinct meanings. Let's first define both: 1. Personalization...
Right Balance Between Ai and Human-Centric Approach in Leadership
In a world of technology where we talk about Generative AI, Machine Learning, Data Science, Data Mining, Artificial Neural Networks, and much more, one...
Example of a Bad Customer Service Recovery
A True Story to Understand the Importance of Service Recovery For confidentiality reasons the names of the airlines company have been changed to X and...
Everything is in the Design
I am irritated by companies who say they are giving excellent customer experience, but their promise is like an empty box. Creating an authentic customer...
Is There a Magic Formula for Customer Satisfaction / Experience?
Why has Southwest Airlines made a profit for 40 years and the name of Southwest Airlines pops up when you hear CUSTOMER EXPERIENCE in...
Importance of Customer Experience
A customer's overall interaction with a company or brand during their journey is what the customer experience (CX) is. During his journey customer will experience...