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 Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. This week is an opportunity to recognize and show appreciation for your employees 52 weeks a year. This year’s theme is "Exceeding Expectations! Every Customer, Every Time!" 

Emotional intelligence, or EQ, refers to a person's ability to recognize, understand, manage, and reason with emotions. It is a critical skill when it comes to interpersonal communication in both personal and professional environments.  The term was originally coined by psychologists in the 1990s and became a buzz word in the business world in 1995 when Daniel Goleman wrote Emotional Intelligence: Why it Can Matter More Than IQ. Goreman argues that EQ could be more important than IQ at predicting success in life, and that these emotional competencies play a particularly important role in the workplace.

Summer is a time to pack up the kids and head out on adventures around the globe visiting families, friends, and new places.  Traveling with children is challenging with potential distractions at baggage, security lines, and maneuvering through hundreds of other travelers. How can you assist in making guest's experiences less stressful?  You have the opportunity to set the tone by providing the first and last memorable experiences of their trip! Here are some tips for helping families take off and land successfully this summer:

Employee recognition is essential for motivating, retaining, and fully engaging employees. Customer Service Experts (CSE) has been helping clients recognize and reward employees who generate a guest-centric service culture for over 25 years. Recently, we partnered with Los Angeles International Airport (LAX) to develop a customized Guest Experience Performance Management Services Program using relevant mystery shopping data and customized iCARE training workshops to educate and encourage employees to provide passengers with a seamless and “LAXceptional Xperience” from curbside to gateside.