“In order to unify the [airport] experience from the passenger’s view, you need to address both customer experience AND employee experience,” says Customer Service Experts' President and CEO, Lise D’Andrea. Click here to learn more about CSE’s findings from their Airport CX 2019 Survey in an article recently published in the July edition of AXN Magazine, written by Carol Ward.
Leading comes second nature to Customer Service Expert’s CEO and founder, Lise D’Andrea. As a member of the Temple University Owl’s women’s lacrosse team, Lise went to the Final Four all four years she played and won the national championship in ’82 and ’84. Unheard of at the time, this motivating leader shows how the skills she learned on the field translates to running her own company successfully for the last 25 years.
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!
AXN recently held the 2019 Airport Experience® (AXN) Conference and Awards Gala in Las Vegas, NV. Each year, this high profile event celebrates the airports, concessionaires, and concepts that are revolutionizing and evolving the airport industry. Customer Service Experts (CSE) would like to congratulate all 2018 winners!
Customer Service Experts will be attending AAAE/ACI-NA's Airport Customer Experience Symposium in Chicago next week, March 4-7, 2019. In addition to exhibiting with a tabletop display, we will be moderating the below session about Airport Employee Engagement and Rewards and Recognition:
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 25th 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!
Employee Engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who is fully absorbed by and enthusiastic about their work and takes positive action to further the organization's reputation and interests. An engaged employee has a positive attitude towards the organization and its values. (Wikipedia contributors)