Industry Articles Archive

Get a better understanding of how customer experience practices translate to profitability by having a look at these in-depth reports.

The Service Sweet Spot | Lise D'Andrea Talks to Airport Revenue News

Posted on Tue, Aug 25, 2015

August 2015 | Claire Cole

















Excellent customer service is "a subtle balance- the efficiency and speed of technology with the warmth and familiarity of real associates - and it's one that many of the prominent airport concessions are trying to strike."

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Tags: Airports, airport customer service, technology

Fliers Into Fans | Lise D'Andrea Talks Passenger Experience with ARN

Posted on Mon, Apr 27, 2015

March 2015 | Ramon Lo


Local sports teams create fan identity by integrating their team into the fabric of the community.  Can airports do the same?  Airport Revenue News takes a look...

Read the full article | Your Current Customer Research Misses What's Most Important

Posted on Fri, Sep 14, 2012

September 14, 2012 | Kerry Bodine

Want to derail your customer experience initiatives? Then base them on a flawed or incomplete understanding of your customers. This advice may sound silly, but it's the course of action that companies around the globe--maybe even yours--take every day. What's worse, most don't realize they're doing it.

Read the full article | How Employee Engagement Turned Around Campbell's

Posted on Thu, Sep 13, 2012

September 13, 2012 | Terry Waghorn

When Douglas Conant was brought in from Nabisco to be chief executive officer of the Campbell Soup Co. in 2001, Campbell had devolved into what one magazine called "a beleaguered old brand." Eight years later, Conant is well on his way to fulfilling the mission he then set for himself, taking what he called a "bad" company and lifting its performance to "extraordinary." He has done it with cost-cutting, smart innovations, increased marketing and, especially, a concerted effort to reinvigorate the workforce.

Read the full article | The Chemistry Of Enthusiasm: How Engaged Employees Create Loyal Customers

Posted on Tue, Aug 07, 2012

August 7, 2012 | Domenico Azzarello

In a slow-growth economy, keeping the customers you already have can mean the difference between profit and loss. And as companies battle for loyal customers and return business, some have discovered a most effective weapon – highly engaged employees.

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At Your Service | Lise D'Andrea discusses how best practices can set your employees up for success!

Posted on Thu, Apr 12, 2012

March/April, 2012 | Office Line Magazine

No matter how you look at it, customer service comes down to revenue. The question is, do you want to lose money or make money?

Read the full article | What you can learn from Southwest Airlines’ culture

Posted on Thu, Apr 12, 2012

April 3, 2012 | Micah Solomon

A consciously developed customer-centered culture is a business advantage that will serve you for years — and inoculate you against competitive inroads. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: United Airlines’ United Shuttle, Continental Airlines’ Continental Lite, Delta’s Delta Express and US Airways’ Metro-Jet.

What did these companies lack: Money? Name recognition? Hardly. They lacked Southwest’s relentless focus on culture, which none of its pop-up competitors was willing to slow down to emulate. And all are now bust.

Read the full article | Culture Eats Strategy for Lunch

Posted on Tue, Jan 24, 2012

January 24, 2012 | Shawn Parr

Performance-oriented cultures possess statistically better financial growth, with high employee involvement, strong internal communication, and an acceptance of a healthy level of risk-taking in order to achieve new levels of innovation.

Read the full article | Does corporate culture drive financial performance?

Posted on Thu, Feb 10, 2011

February 10, 2011 | John Kotter

Zappos takes its corporate culture seriously. They have weekly office parades and institutionalized random acts of kindness to celebrate their corporate values, and their employees call their company "a family."

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