Blog (12)

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.

Airport Concessionaire Training: The Secret to Success

on February 25, 2014

This fall, we took an in-depth look into the world of service in the Airport Concessions industry with a blog post, Airport Concession Service: More than Meets the Eye! Readers got a unique glimpse into the eyes of an airport retailer to see why many of them not only spend their marketing budget on mystery shopping, but customer service training as well! And this month, we look at the secret tools used to optimize airport sales.

Happy Holidays!

on December 19, 2013

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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?

Interesting Thanksgiving Comparisons...

on November 26, 2013

This Thanksgiving season we came across some interesting Thanksgiving facts, courtesy of WHSV.com out of Harrisonburg, VA. And we believed them because, well, Virginia was one of the 13 colonies…so they definitely know a lot about Thanksgiving! As we were browsing through, it was hard to ignore the similarities between Thanksgiving and Customer Service. After all, saying “thanks” is a tenant of great service behavior!

6 Minimum Standards of Customer Experience

on November 21, 2013

I was recently interviewed by a reporter from the Fiscal Times regarding how to improve customer experience. The topic came up as a result of the widely-publicized issues that customers have been facing while attempting to access the on-line health insurance exchanges in compliance with the Federal Government’s Affordable Healthcare Act.

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