Every year after attending the Airport Revenue News (ARN) conference, CSE analyzes the survey data collected and publishes its annual infographic depicting the results. This infographic not only predicts trends in our industry, but illustrates the ever-growing importance of finding opportunities within organizations to train and develop employees. This investment positively impacts not only your employees, but the passenger experience and your bottom line as well.
Mystery shopping has been, well, a mystery to many who hear about it. A mystery shopper is a person who visits an establishment to observe and measure customer service, product quality, and the environment. By measuring the customer experience through mystery shopping, management can use the metrics as a training and developmental tool for coaching and feedback, positively impacting employees, guest experiences, and profitability. Learn more about the different industries in which CSE performs mystery shops.
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.
It’s February and love is in the air, both on the ground and at 10,000 feet! Airports and airlines across the world are recognizing Valentine’s Day as a perfect opportunity to “show the love” to their customers in a variety of creative ways. Last year at our own “Balt-amour” International Airport, passengers were treated to everything from flowers and chocolates, to parking and concessionaire discounts. So, don’t hesitate to travel on February 14th. Instead, get ready to be struck by cupid’s arrow!
Welcome to January – the time for tight pants and tight resolve! Like us, our resolutions must be able to travel well, and airports are stepping up their game by making healthy choices easier for their guests. Yoga studios, gyms, cardio tracks, and healthy food options are culminating within travel hubs around the world, helping us keep on track and on time.
Any training program should impact employees in a lasting way, providing them with immediate tools that can be consistently sharpened throughout their career. Train-the-trainer programs are one method organizations select to ensure their own internal trainers are equipped to seamlessly deliver classroom and on-the-spot training with strategic skills and confidence. By defining needs and delivering training in a streamlined and cost-effective manner, a well-developed training program will impact more than just your guest experience. Through on-demand teaching, mentoring, role-modeling, and encouragement, your employees will create a higher service standard, increasing your guest experience and your bottom line.
Thanksgiving recalls turkey, family, football, and stretch pants. And if you’re one of the 28.5 million passengers expected to fly this holiday week, we at CSE would like to take some stress out of travel this week by reviewing some new airport strategies for getting to the turkey and stuffing ASAP.
Most organizations realize feedback is necessary when it comes to understanding customer’s needs and wants. This data becomes an integral part of continually improving and growing any business. Finding the right service measurement strategy for your business will not only improve your customer’s experience, but your bottom line as well.
Halloween is a time for tricks and treats, and if you’re lucky enough to be traveling on October 31st, you might find a little bit of both as you make your way through the airport. From ticket counters to information desks, airport employees are getting into the spirit of this spooky, zany holiday!
Outstanding customer service and employee satisfaction is something to celebrate every day. And guess what? During the first week of every October, we at Customer Service Experts go a little crazy! This year, National Customer Service Week is being celebrated on October 2-6, and you can be sure we have a few things up our sleeve.