Our Company

CSE is a service development company that specializes in improving internal and external customer experiences.

As an established leader in customer experience management and workplace culture since 1994, we design and implement experience improvement strategies for clients in a variety of industries- specializing in the airport industry. Our customized solutions have helped hundreds of organizations empower their entire staff—from c-suite to frontline professionals—while improving efficiency and profitability.

Our Principles

At CSE, we inspire and support innovative service development while being:

  • Courteous: considerate, gracious, polite and thoughtful
  • Developmental: always seeking growth internally and externally
  • Responsive: to clients, co-workers, the market and our industry
  • Efficient: with resources to ensure their best, most effective use


We believe every organization has the potential to be great!  And the best way to achieve this is by focusing on an organization's internal team and its direct link to customer satisfaction.

By applying the principles of CSE’s trademarked eC²® model, organizations deliver an exceptional and consistent experience: for both customers AND employees! 


CSE is proud to be a certified woman-owned business and believes that our commitment to excellence is evidenced in our relationships and results. We hold the following state and locally sanctioned certifications:

  • Women Business Enterprise (WBE)
    City of Philadelphia
    City of Baltimore
    State of Pennsylvania
    State of Delaware (OMWBE)
    South Central Texas
    Port Authority of New York and New Jersey
    Howard County, MD
  • Disadvantaged Business Enterprise (DBE)
    Metropolitan Washington Airport Authority
    State of California
    State of Maryland
    State of Pennsylvania
    State of Virginia
    State of Texas
    State of Delaware (OMWBE)
    City of Chicago
  • Local Disadvantaged Business Enterprise (LDBE)
    Metropolitan Washington Airport Authority
  • Minority Business Enterprise (MBE)
    State of Maryland
    State of Delaware (OMWBE)
  • Small Business Enterprise (SBE)
    South Central Texas
  • Small Business Reserve
    State of Maryland 
  • Airport Concessions Disadvantaged Business Enterprise (ACDBE)
    State of Pennsylvania 

Our commitment to excelling in our industry is supported by our leadership roles in the foremost mystery shopping and learning and development associations:

  • MSPA: Mystery Shop Providers Association member & 2015 Elite Member
  • ATD: Association of Talent Development (Formerly ASTD)
  • MRA: Marketing Research Association
  • CXPA: Customer Experience Professionals Assocation
 mspa memberMSPA_Elite_2015 MRA Membercxpa member