Blog | Jill Donnelly (3)

Jill Donnelly

How Mystery Shopping Results Help Improve Performance

on October 31, 2014

Most clients whom we work with come to us eager to improve their customer service. Through the use of mystery shopping, clients understand that they can measure their employees’ front-line performance.

Happy CX (Customer Experience) Day!

on October 07, 2014

You've Set Up a Mystery Shopping Program: What's Next?

on September 17, 2014

The Golden Hour: How Can Airport Concessions Capitalize On It?

on August 20, 2014

As experts in airport retail and airport customer service, our focus tends to gravitate to capitalizing on what we call "The Golden Hour".

CSE’s Airport Customer Service Guru Shares Expertise

on July 15, 2014

Since the late 1900’s and early 2000’s, airports across the country have made MAJOR upgrades in the services and products they offer to their passengers. Early in this century, airport managers focused on offerings that most resemble the amenities and brands that one would find at major malls throughout the US.

Airport Mystery Shopping Provides Passenger Insight

on June 19, 2014

As a leader and manager you have more on your plate than you can handle. It is tempting to “put out the fires” and hope that everything else is going smoothly. You also know that customer opinion is one of the most important metrics that you need to ensure sustainability.

How to Decide if Mystery Shopping is the Right Fit for Your Business

on May 30, 2014

Do you want to know more about mystery shopping and how it can help your business? Have you always wondered what the "mystery" is all about? Perhaps you haveare mandated by the airport authority, opened a new location, or seek insights on why customers are leaving…or staying?

Who’s Teaching Who Here? Thoughts from a Professional Trainer on the Road

on April 23, 2014

“What day is it? Tuesday? Wednesday? Am I in New Jersey or New York? Yesterday I was in New Jersey, so today I must be in New York! That’s it!”

Airport Customer Service…Is That an Oxymoron?

on April 15, 2014

At CSE, we are working hard to make it a redundant phrase. Anymore, airports are comparing themselves to the retail, hospitality and entertainment industries…understanding that passengers not only have a choice in where they fly, but are also CONSUMERS with time and money on their hands.

3 Ideas to Reinforce Cultural Standards

on December 10, 2013

“Extraordinary company cultures don’t happen by accident,” states Fig CEO, Kavon Saber.

SO HOW DO THEY HAPPEN? Do organizations have the perfect people magically arrive for interviews? Do they shower their employees with extravagant gifts daily? What makes their company culture SO extraordinary? Successful organizational cultures are crafted by DESIGN. I know what you’re thinking… “Design? How does that work?!” We delve into the “how” here, but more importantly, once you design that culture, how do you keep it going strong?

CXE BLOG