Research · Bern
Does the end of an interaction shape the memory? — in the canton of Bern
Single context; replicate locally before generalising.
2026-10-02Read
Blog & insights
Leadership, management and soft skills training in Switzerland
1776 articles drawn from our engagements in Geneva, Lausanne, Zurich, Bern, Basel, Lugano, Fribourg and Neuchâtel. Case studies, practical guides, 2026 trends.
By canton
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82 articles
Research · Neuchâtel
Smiling for real — in the canton of Neuchâtel
Single context; replicate locally before generalising.
2026-10-02Read
Research · Bern
Does waiting feel longer than it is? — in the canton of Bern
Single context; replicate locally before generalising.
2026-10-01Read
Research · Neuchâtel
Does a well-handled complaint build loyalty? — in the canton of Neuchâtel
Single context; replicate locally before generalising.
2026-10-01Read
Research · Sion
Genuine or forced smile? — in the canton of Valais
Single context; replicate locally before generalising.
2026-09-29Read
Research · Lausanne
Recovering well from a service error — in the canton of Vaud
Single context; replicate locally before generalising.
2026-09-28Read
Research · Zurich
Can customers see a sincere smile? — in the canton of Zurich
Single context; replicate locally before generalising.
2026-09-17Read
Research · Zurich
Does a well-handled mistake build loyalty? — in the canton of Zurich
Single context; replicate locally before generalising.
2026-09-16Read
Research · Lugano
Smiling on demand: the cost of emotional labour at the front desk
Displaying an unfelt emotion does not have the same effects as trying to feel it. Research separates the two strategies.
2026-08-22Read
Research · Lausanne
The service recovery paradox: myth or reality?
A customer whose problem is well solved is said to be happier than one with no problem. The available meta-analysis strongly qualifies the idea.
2026-08-21Read
Research · Geneva
Employee engagement and customer satisfaction: what research says
The link between engaged teams and satisfied customers is often asserted. Research partly confirms it — with caveats on causal direction.
2026-08-20Read
Research · Sion
Does waiting feel shorter when explained? — Sion, Valais
Single context; replicate locally before generalising.
2026-08-19Read
Research · Sion
Does a well-handled complaint create loyalty? — Sion, Valais
Single context; replicate locally before generalising.
2026-08-18Read
Field · Sion
What we actually learn about on the ground in Sion: what client reception truly reveals about organisations
Raw observations from field engagements in Sion — what client reception says, unfiltered, about an organisation's health.
2026-08-14Read
Method · Sion
Intervention note: method: structuring a client reception initiative in Sion over 90 days
An operational 90-day plan to anchor client reception in a team or committee based in Sion.
2026-08-13Read
Expert view · Sion
Client Reception in Sion: what ten years of practice have taught us
Experiential synthesis: what works, what no longer works, and what is never said publicly about client reception in Sion.
2026-08-11Read
2026 trend · Sion
Field notes — client Reception in 2026: what is changing in Sion for executives and managers
Four weak signals redrawing the practice of client reception in Sion this year.
2026-08-10Read
Comparison · Sion
Client Reception: comparing the approaches used in Sion and across Switzerland
Three approaches to client reception compared in the field — costs, durations, observed results from Sion.
2026-08-08Read
Perspective · Sion
Intervention note: client Reception: what Sion brings specifically to the practice
Cultural and economic reading of client reception seen from Sion — local specifics and transferable lessons.
2026-08-07Read
Case study · Sion
No filter: case study: transforming a team's client reception in Sion
An anonymised engagement with a team based in Sion — starting point, programme deployed, six-month results.
2026-08-05Read
Practical guide · Sion
Client Reception in Sion: a 2026 practical guide for executives and managers
Concrete levers to advance client reception in Sion — proven methods, real cases, common mistakes.
2026-08-04Read
Research · Basel
Does using a customer's name change satisfaction? — in the canton of Basel-Stadt
Single context; replicate locally before generalising.
2026-07-19Read
Research · Basel
How to keep service quality high during Art Basel? — in the canton of Basel-Stadt
Single context; replicate locally before generalising.
2026-07-18Read
Research · Lausanne
Surface smile or genuine empathy?
Alicia Grandey (2003, Academy of Management Journal)
2026-06-23Read