Blog | Customer Experience

Top Employee Recognition Strategies That Support Your CX Goals in 2025

on May 26, 2025

Let's start with a truth bomb: happy employees = happy customers.

It's not just feel-good HR talk—it's data-backed, bottom-line truth.

In 2025, customer experience (CX) success isn't just about technology, fancy tools, or even flawless service design. It's about people, especially those who deliver your brand experience on the frontlines.

And what keeps them engaged, motivated, and consistent?

Employee recognition!

The Role of On-Demand Training in Shaping the Future of Learning and Development

on December 18, 2024

Learning and development (L&D) have come a long way from boring classroom sessions with unlimited PowerPoint slides. On-demand training is transforming how businesses upskill their workers. Flexible, engaging, and personalized, on-demand learning is shaping the future of employee development, particularly in areas like customer service training for staff.

What drives on-demand training toward the future of Learning and Development??

Is your team equipped to deliver outstanding customer service consistently?

on September 27, 2024

Customer service can decide between winning lifelong loyalty and losing customers to negative word-of-mouth. A positive interaction can create a fan for life, but one bad experience? Let’s say that unhappy customer could be telling everyone—except you! So, how do we ensure your team is ready to deliver top-notch customer experiences every time?

Simple: with fun, engaging, and practical customer service employee training.

Navigating Talent: The Crucial Role of Customer Service Training

on September 05, 2024

In today's competitive business landscape, providing exceptional customer service is no longer just a nice-to-have; it's a necessity.

Companies that excel in customer service see higher customer satisfaction, increased loyalty, and enhanced brand reputation. But what makes the difference between outstanding customer services? The answer lies in a well-structured customer service employee training program.

Airport Customer Service Survey Across Three Years [INFOGRAPHIC]

on June 28, 2016

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

Each year, the team from CSE attends the Airport Revenue News (ARN) Conference, where the airport industry meets to network and learn about the latest trends. ARN offers countless opportunities to gather feedback on customer service experiences from airport executives, commercial property managers, CEOs, concession decision-makers, and business development directors. For the last three years, CSE has gathered data from ARN attendees to help clearly define the passenger experience both landside and airside, and illustrate the importance of preparing employees to deliver exemplary customer service.

In 2014, over 700 million passengers traveled through airports in North America and those travelers spent over $900 billion on concessions. Check out ARN’s breakdown of their spending in top North American airports:

2014 Food and Beverage - $5 billion
2014 Duty Free and Specialty Retail - $2.5 billion
2014 News and Gift - $1.5 billion

With this amount of spending, the importance of training employees to deliver an outstanding airport experience becomes instantly apparent.

So what did we learn this year when talking to ARN attendees about the importance of outstanding customer service? Check out our 2016 infographic summary where 98% of those surveyed said employee skills are important in delivering a great airport experience and 81% said they believed employee service skills impacted passenger purchasing decisions! With that landside information, we at CSE are even more motivated to help you define your vision for your airport passenger experience and help you design a strategic customer service program.

Do You Celebrate Your Customers and Support Those Who Serve Them?

on September 30, 2015

Tuesday, October 6 is CX Day!

5 Holiday Customer Service Tips for Handling the Rush

on December 16, 2014

Here's a post that we shared during the Holiday Season 2 years ago. While life has changed a bit since 2012 (we are now on version 6 of the iPhone!), the tips for surviving the holiday rush are still relevant. Check out these 5 tips and add your own if ya got 'em!

Happy CX (Customer Experience) Day!

on October 07, 2014

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?

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