Blog (14)

Airport Mystery Shopping Program FAQ’s

on August 31, 2015

Are you considering a mystery shopping program for your airport? Do you seek an improved passenger experience? Are you interested in measuring performance and customer feedback?

Here We Grow Again! CSE Expands to Support Airport Customer Service

on July 30, 2015

Here we grow again!

We couldn’t be more thrilled to share our great news. Drawing on our deep seeded airport experience and expertise, we are solidifying and expanding our infrastructure to support our focus on improving passenger experiences in the airport community.

DiSC To Help Your Airport Employees Soar

on July 28, 2015

We’ve all taken them...those quick little surveys in magazines or on-line that try to pin-point whether we are compatible with our partner, getting enough Vitamin B, or ready to invest in the stock market. Human nature makes us totally intrigued with wanting to know where we stand on the bell curve of normality...and how we can move ourselves toward the right on that curve in spaces such as relationships, nutrition and finances. Oftentimes the results may cause us to change our lives, hopefully for the better: you’re a Pisces, he’s a Libra-not gonna work! Bake broccoli into your brownies to get more vitamin B, and buy low/sell high to beat the stock market. Easy. All fixed…congratulations, you are now a success!

Is Airport Passenger Experience Driven Solely by Front Line Employees?

on June 30, 2015

According to a survey conducted by CSE at the Airport Revenue News Conference in March of 2015, 75% of airport executives agreed that airport passenger experience is driven solely by FRONT LINE EMPLOYEES.

Do you agree?

How to Make Upselling an Expectation Through Airport Retail Training

on June 23, 2015

In airport retail and services locations, it is imperative to not only serve your passengers well, but also to take full advantage of the super busy times to maximize sales and profits.

Build A Community: A Case Study For Improving Airport Customer Service

on June 08, 2015

Is your airport operating as a community? I mean, is your airport a community of concessions operating as independent brands, yet all striving for a common goal?

The Latest in Employee Development for Improving Passenger Experience

on May 20, 2015

ATD, the Association of Talent Development held their annual International Conference and Exhibition this week in Orlando, FL. As the preeminent human performance improvement organization, almost 10,000 were in attendance.

3 Things To Consider When Implementing An Airport Mystery Shop Program

on April 28, 2015

How do you know what the service experience is in your airport? And, how do you go about improving your passenger's experience?

What Are the Top Ranked Airports for Customer Service Doing That You Aren't?

on April 16, 2015

Airport customer service gets recognized by passenger surveys, and the 2015 SkyTrax results are out!

San Francisco International Airport (SFO) has been recently named the #1 airport in North America for customer service. According to the SkyTrax Passengers’ Choice Awards for 2015, SFO took the top spot in the “Best Airport Staff in North America” category, followed by Denver and Vancouver airports. What are these airports doing that you are not? Here's a brief list:

Airport Customer Service Survey Results [INFOGRAPHIC]

on March 20, 2015

Customer Service Experts' Annual Airport Customer Service Survey has arrived!

Each year, CSE surveys attendees of the ARN (Airport Revenue News) conference regarding their thoughts about customer service in US airports. ARN attendees include people in the know of the airport concessions industry: airport executives from small, medium and large hub airports, airport consultants, and marketing, leasing, customer service, and operations teams of some of the brands you have come to rely on as you travel through US airports (Hudson News, Dunkin' Donuts, InMotion Entertainment, etc.).

Check out the INFOGRAPHIC below to see just how the conference attendees rated airport customer service.

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