Thanksgiving Flying Guide: 7 Things to Know
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.
Is All Service Measurement Created Equal? Customer Satisfaction Surveys Versus Mystery Shopping
Most organizations realize feedback is necessary when it comes to understanding customer’s needs and wants. This data becomes an integral part of continually improving and growing any business. Finding the right service measurement strategy for your business will not only improve your customer’s experience, but your bottom line as well.
The Halloween Spirit at CSE
Halloween is a time for tricks and treats, and if you’re lucky enough to be traveling on October 31st, you might find a little bit of both as you make your way through the airport. From ticket counters to information desks, airport employees are getting into the spirit of this spooky, zany holiday!
CSE Celebrates Customer Service Week!
Outstanding customer service and employee satisfaction is something to celebrate every day. And guess what? During the first week of every October, we at Customer Service Experts go a little crazy! This year, National Customer Service Week is being celebrated on October 2-6, and you can be sure we have a few things up our sleeve.
AAAE & ACI-NA Establish 'Hurricane Relief Fund'
Hurricane season continues to wreak havoc on airports and travelers across the country. As thousands of flights are cancelled coast to coast, airports employees who live in impacted areas are not only missing work, but some are missing homes as well. The American Association of Airport Executives (AAAE) has set up a relief fund for airport workers impacted by the recent devastation of hurricanes Harvey and Irma.
Customer Service Experts' 2017 Airport Customer Service Survey Results Are Here!
Every year after attending the Airport Revenue News (ARN) conference, CSE analyzes the survey data collected and publishes its annual infographic depicting the results. This infographic not only predicts trends in our industry, but illustrates the ever-growing importance of finding opportunities within organizations to train and develop employees. This is an investment which ultimately impacts the passenger experience and your bottom line.
Our survey contains conclusive data that reflects the importance of having a strong service culture within your business in the airport market space. As the leader in developing exceptional passenger experiences, CSE would be happy to speak with you further to discuss areas of opportunity within your organization and to help strategically develop a plan to improve your service culture and your profitability.
Customer Service Experts (CSE) Continues to Advance Employee Development with Cutting Edge Strategies and Skills
Customer Service Experts, CSE, attended the 2017 ATD International Conference and Exposition in Atlanta, Georgia, the largest event for talent development professionals worldwide. The Association for Talent Development (ATD) is a professional membership organization supporting those who develop the knowledge and skills of employees in organizations around the world. The conference provides knowledge, strategies, and solutions to effectively train and develop talent, producing improved service cultures, customer experiences, and directly impacting revenue.
Every Connection Counts–CSE CEO, Lise D'Andrea, Participates in Alumni Event on Capitol Hill
Last Friday, CSE CEO and founder, Lise D'Andrea, was invited to speak on a panel of business leaders in the D.C. area for "Owls on the Hill", an event organized by Temple University. This event is designed with the intention of connecting current Temple student-athletes with alumni and student athlete alumni who are now leaders in their prospective industries. The importance of networking and forming valuable relationships demonstrated at this event reinforces our motto here at CSE: Every Connection Counts!
CSE On the Fly: Featuring Eric Smith, BWI Pathfinder
Airport volunteerism has increased dramatically over the last ten years, and airports are relying more and more on friendly-faced volunteers to help improve their overall guest experiences. But how and why do people become an airport volunteer? We took a few moments with long-time Annapolis, Maryland resident, Eric Smith, and got down to the roots of how and why Eric became a Pathfinder volunteer at the Baltimore Washington International Airport.
Airport Volunteerism Adds Dimension to Airport Customer Experience
Some are called ambassadors. Others, tour guides or airport aides. And yet some are simply referred to as airport volunteers. Here at my home town airport, BWI, these dedicated and passionate volunteers are referred to as Pathfinders. No matter the name, we’ve all seen them, been helped by them, or pleasantly greeted by them - the courteous, approachable volunteers strategically standing behind kiosks at the ready, roaming with tablets, and manning welcome desks around busy airport concourses.