EHL Graduate School

Coca Cola Case Study

The collaboration between Coca-Cola HBC Switzerland and the EHL Graduate School aims to revolutionize the beverage and hospitality industry in Switzerland. Since 1936, Coca-Cola HBC Switzerland has been a key player in the Swiss economy. This strategic alliance with EHL addresses the challenges of the premium HoReCa sector, offering innovative programs to enhance the customer experience. One year after its launch, the results demonstrate a significant impact, making this collaboration a model of excellence for other companies in the hospitality sector.


Collaboration Overview: Coca-Cola HBC Switzerland and EHL Graduate School embarked on a strategic partnership to enhance customer centricity in the Premium HoReCa sector. Rooted in the shared commitment to excellence, this collaboration aimed to elevate the customer experience and provide sustainable solutions for Premium HoReCa establishments.

Visionary Aim of Coca-Cola HBC Switzerland: Coca-Cola HBC Switzerland, a prominent player in the non-alcoholic beverage sector, envisions itself as a partner in clients' pursuit of excellence. Beyond beverages, the focus is on delivering an unparalleled experience that aligns with the prestige of Premium HoReCa establishments. The company diversifies its product range to cater to the unique demands of discerning clientele, emphasizing the importance of interpersonal skills in the HoReCa sector.

EHL's Innovative Approach: EHL's Hospitality & Service DNA Solutions Division plays a pivotal role in this collaboration. Through tailored training programs, innovation, service excellence integration, and long-term partnerships, EHL contributes its expertise to enhance the customer-centric approach of Coca-Cola HBC Switzerland. The emphasis is on creating a symbiosis of hard and soft skills to deliver a comprehensive and differentiated customer experience.

Key learnings: 

  • Understanding and prioritizing customer-centricity can be a powerful differentiator in competitive industries.
  • Holistic solutions that combine industry expertise with academic insights can address multifaceted challenges.
  • Training programs should incorporate a symbiosis of hard skills (data analysis) and soft skills for a comprehensive customer-centric approach.
  • Embracing innovation and adapting to changes in consumer preferences and digital landscapes are essential.
  • Tailoring training programs to address specific challenges and opportunities of the service sector is essential. 
  • Regularly measuring the impact of collaborative initiatives is crucial for refining strategies.
  • Celebrating success reinforces the commitment to excellence and motivates teams involved in the collaboration.

Hospitality & Service DNA Solutions

EHL Hospitality & Service DNA Solutions is your partner in business transformation, delivering tangible value through exceptional service. Whether you're shifting to a service model, improving customer satisfaction, boosting sales, or enhancing brand reputation, our experts collaborate with your team to achieve results. We revamp your customer experience strategy, provide targeted education and training, and help integrate a service culture that sets your brand apart.