CXE BLOG

So how’s your March Madness bracket doing? Are you out of the running or will you be anxiously watching the final weekend of the top college basketball games, hoping your team shoots the lights out to victory? Whether you’ve still got a chance, you’re one of the roughly 100 million viewers to tune in (based on last year’s viewership), or quite frankly have little idea what all the hype is about, there is A LOT we can learn from March Madness about building and coaching a winning team—in any industry or situation. Here are the X’s and O’s:

Last month, at the Airport Experience® Conference, we (CSE) conducted our annual survey, asking attendees questions regarding airport customer experience expectations, standards, and the current programs in place. The results are in, and we couldn’t wait to share our findings!

Customer Service Experts, the leader in providing service culture solutions to the airport industry, recently promoted three top performers and hired two new team members, positioning CSE for continued success in 2019.  CSE partners with airport organizations to design strategies and provide resources to create innovative, customized, service culture initiatives which deliver exceptional customer experiences and increased profit margins. Comprehensive strategies include customer experience strategy, service culture design, training, performance coaching, mystery shopping, and rewards programs.

 

 

On December 6, 2018, Customer Service Experts was proud to participate in the 7th annual 100% Pure Miami Service Awards breakfast where exceptional customer service, 100% mystery shops, and dedicated employees were celebrated. The Pure Miami Service Program was created by CSE for Miami International Airport in 2017 providing classroom training, mystery shopping, and consulting to the entire concession program at MIA. Over 90 concession mangers attended the event and awards were given for the highest mystery shop scores, most improved location in each terminal, and the most 100% mystery shop scores in one location.  The prestigious OYA (Own Your Own Attitude) Award was also presented to the location with the highest participation in this successful program.  Congratulations to all the winners!

As our 25^th anniversary celebration comes to a close, it is with a grateful heart that we wish each of you, our clients and friends, the happiest of holidays.  May your New Year be filled with health and happiness, and may you make every connection count!

Customer Service Experts CEO, Lise D'Andrea, was the featured guest on The Airport Experience News Podcast with Ramon Lo, publisher for AXN.  This program highlights conversations with airport industry experts, operators, and executives who continue to ask questions, challenge the standard, and take risks.  Lise and Ramon discussed the evolution of the airport customer experience by finding the right blend of touch and technology to optimize the passenger experience.