CXE BLOG

Last month, at the Airport Experience® Conference, we (CSE) conducted our annual survey, asking attendees questions regarding airport customer experience expectations, standards, and the current programs in place. The results are in, and we couldn’t wait to share our findings!

Employee recognition is essential for motivating, retaining, and fully engaging employees. Customer Service Experts (CSE) has been helping clients recognize and reward employees who generate a guest-centric service culture for over 25 years. Recently, we partnered with Los Angeles International Airport (LAX) to develop a customized Guest Experience Performance Management Services Program using relevant mystery shopping data and customized iCARE training workshops to educate and encourage employees to provide passengers with a seamless and “LAXceptional Xperience” from curbside to gateside.

It’s February and love is in the air, both on the ground and at 10,000 feet!  Airports and airlines across the world are recognizing Valentine’s Day as a perfect opportunity to “show the love” to their customers in a variety of creative ways.  Last year at our own “Balt-amour” International Airport, passengers were treated to everything from flowers and chocolates, to parking and concessionaire discounts. So, don’t hesitate to travel on February 14^th.  Instead, get ready to be struck by cupid’s arrow!

Welcome to January – the time for tight pants and tight resolve!  Like us, our resolutions must be able to travel well, and airports are stepping up their game by making healthy choices easier for their guests.  Yoga studios, gyms, cardio tracks, and healthy food options are culminating within travel hubs around the world, helping us keep on track and on time. 

Any training program should impact employees in a lasting way, providing them with immediate tools that can be consistently sharpened throughout their career. Train-the-trainer programs are one method organizations select to ensure their own internal trainers are equipped to seamlessly deliver classroom and on-the-spot training with strategic skills and confidence. By defining needs and delivering training in a streamlined and cost-effective manner, a well-developed training program will impact more than just your guest experience. Through on-demand teaching, mentoring, role-modeling, and encouragement, your employees will create a higher service standard, increasing your guest experience and your bottom line.

Thanksgiving recalls turkey, family, football, and stretch pants.  And if you’re one of the 28.5 million passengers expected to fly this holiday week, we at CSE would like to take some stress out of travel this week by reviewing some new airport strategies for getting to the turkey and stuffing ASAP.