For forty years, Ralph Hababou has studied what changes in customer expectations — and what remains essential despite every technological revolution.
Author of the best-selling Service compris, entrepreneur and keynote speaker, he shows how service quality can become preference, loyalty and performance.
Ralph Hababou is one of the pioneers of customer culture and service excellence in France. An author, entrepreneur and speaker, he has spent four decades helping organisations answer a question that remains as relevant as ever: how do you get customers to come back?
In 1986, he co-wrote Service compris with Philippe Bloch. With more than 500,000 copies sold, the book helped establish an idea that was then new in France: service is not an extra, but a genuine competitive advantage.
An ESSEC graduate, Ralph Hababou began his career at the French Embassy in Milan, then at IBM. In 1987, he co-founded PB·RH Conseil to turn the principles of Service compris into operational methods. In 1994, he co-founded Columbus Café, which he sold ten years later.
Apps, platforms, chatbots and AI have profoundly transformed customer relationships. For Ralph Hababou, technology should make service easier without destroying the relationship. Listening, simplicity, recognition and the ability to solve problems remain the real drivers of trust.
With his MERCI® model — Lead by example, Listen, Recognise, Entrust, Inform and train — he directly links leadership, employee engagement and customer experience.
Service, loyalty and human attention
Ralph Hababou explores what truly makes the difference in customer relationships: service quality, loyalty, management, AI and human attention.
Back to the fundamentals in an automated world.
CRM, apps, chatbots and AI: tools have never been more powerful. So why can good service still be so hard to get? Ralph Hababou compares four decades of customer relations with today's expectations.
Stand out without competing on price.
When products look alike, service makes the difference. Simplicity, listening, attention, innovation and personalization can create more value than another price discount.
Automate without dehumanizing.
When all your competitors have the same AI tools, how will you still stand out? Ralph Hababou shows how to combine high-tech and high-touch to gain efficiency without sacrificing trust, empathy and human attention.
Turn a problem into loyalty.
A company's quality is not revealed when everything works. It is revealed when something goes wrong. A complaint, mistake or incident handled well can become powerful proof of trust.
The symmetry of attention in action.
Customer experience often begins long before the customer arrives. Through his MERCI® model, Ralph Hababou shows how management practices directly influence employee engagement and service quality.
The customer you can no longer ignore.
Older consumers are not a niche. Connected, experienced, demanding and often loyal once trust is established, they defy stereotypes and represent a major market for many sectors.
Ralph Hababou speaks at the key moments where people, performance and impact matter.
Formats adaptable to your goals and context.
A unique experience serving strong, useful messages.
Discover Ralph Hababou in action through videos on service culture, digital transformation, innovation and changing customer expectations.
02:39
Ralph Hababou shows how a culture of service can improve performance over the long term by putting people back at the heart of the relationship.
13:59
How can new digital tools be integrated without losing the emotion and quality of service that make the difference?
01:16
With humour, Ralph Hababou shows why agility and the ability to question habits are essential in a changing environment.
03:11
Ralph Hababou explores a generation of older consumers, connected and demanding, who can be particularly loyal once trust is established.
02:34
An out-of-the-box intervention showing how to put the human patient experience at the heart of a therapeutic launch.
07:38
Emotion, personalization and authenticity: Ralph Hababou shows how to go beyond simple satisfaction to build a lasting relationship.
Our team helps you craft a tailored intervention, aligned with your goals and your audience.
Service Included — 1986
The book that helped establish a service culture in France. More than 500,000 copies sold.
Winning Service — 2007
How to turn service into a competitive advantage when products and prices become increasingly similar.
S for Seniors — 2014
An exploration of the Silver Economy and the expectations of consumers over 60.
Winning Service 3.0 — 2017
An analysis of customer-service digitalization and the need to preserve relationship quality.