CXE BLOG

This week Vicki Loucks, our Manager of Client Experience and Bank Customer Service Aficionado, shares her thoughts on banking industry trends and how customer experience should be the next industry trend!

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.

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.

“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!”  

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.