Category: Blog

In an industry obsessed with ratings, reviews, and response times, Japan offers a timeless reminder: true hospitality isn't a transaction – it's a gift. The concept of omotenashi teaches us that the most powerful service moments are often invisible, unspoken,…

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When it comes to systematizing guest encounters at a high level, some fast food chains are leading the way by combining effective processes, technology, and employee training. Here are some of the best, and how they do it:

Disney is a world leader in service and guest experiences. Their methodology is built on clear processes, detailed training, and a strong culture of hospitality. Here are some of the key principles Disney uses to create an exceptional and systematic guest experience:

💡 82% of guests say that authentic, personal service is crucial to a positive experience.
💡 Guests return 70% more often when they are met by genuinely engaged employees.
💡 68 % chooses a brand based on the meeting with the employee, before price and product.
💡 Authentic encounters increase recommendations by almost 80% %.

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Probability of the guest returning:
✅ 1st visit → 2nd visit: 40–70% chance
✅ 2nd visit → 3rd visit: 70–80% chance
✅ 3rd visit → 4th visit: 80–90% chance
✅ 4th visit & more: 90%+ chance (regular!)
💡 The key? CONSTANTLY good service! 🔑

Thank you for this year – A year of development and innovation What a year it has been! We at the School of Service want to thank you for a great 2024 and share some of the highlights, as well as give a glimpse of what…