CSE BLOG

CSE Celebrates Customer Service Week!

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.

AAAE & ACI-NA Establish 'Hurricane Relief Fund'

Hurricane season continues to wreak havoc on airports and travelers across the country.  As thousands of flights are cancelled coast to coast, airports employees who live in impacted areas are not only missing work, but some are missing homes as well.  The American Association of Airport Executives (AAAE) has set up a relief fund for airport workers impacted by the recent devastation of hurricanes Harvey and Irma.

Customer Service Experts' 2017 Airport Customer Service Survey Results Are Here!

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 is an investment which ultimately impacts the passenger experience and your bottom line.

Our survey contains conclusive data that reflects the importance of having a strong service culture within your business in the airport market space. As the leader in developing exceptional passenger experiences, CSE would be happy to speak with you further to discuss areas of opportunity within your organization and to help strategically develop a plan to improve your service culture and your profitability.

Customer Service Experts (CSE) Continues to Advance Employee Development with Cutting Edge Strategies and Skills

Customer Service Experts, CSE, attended the 2017 ATD International Conference and Exposition in Atlanta, Georgia, the largest event for talent development professionals worldwide. The Association for Talent Development (ATD) is a professional membership organization supporting those who develop the knowledge and skills of employees in organizations around the world.  The conference provides knowledge, strategies, and solutions to effectively train and develop talent, producing improved service cultures, customer experiences, and directly impacting revenue. 

Every Connection Counts–CSE CEO, Lise D'Andrea, Participates in Alumni Event on Capitol Hill

Last Friday, CSE CEO and founder, Lise D'Andrea, was invited to speak on a panel of business leaders in the D.C. area for "Owls on the Hill", an event organized by Temple University. This event is designed with the intention of connecting current Temple student-athletes with alumni and student athlete alumni who are now leaders in their prospective industries. The importance of networking and forming valuable relationships demonstrated at this event reinforces our motto here at CSE: Every Connection Counts!

CSE On the Fly: Featuring Eric Smith, BWI Pathfinder

Airport volunteerism has increased dramatically over the last ten years, and airports are relying more and more on friendly-faced volunteers to help improve their overall guest experiences. But how and why do people become an airport volunteer?  We took a few moments with long-time Annapolis, Maryland resident, Eric Smith, and got down to the roots of how and why Eric became a Pathfinder volunteer at the Baltimore Washington International Airport. 

Airport Volunteerism Adds Dimension to Airport Customer Experience

Some are called ambassadors.  Others, tour guides or airport aides.  And yet some are simply referred to as airport volunteers.  Here at my home town airport, BWI, these dedicated and passionate volunteers are referred to as Pathfinders.  No matter the name, we’ve all seen them, been helped by them, or pleasantly greeted by them - the courteous, approachable volunteers strategically standing behind kiosks at the ready, roaming with tablets, and manning welcome desks around busy airport concourses. 

LAX and CSE Partner to Deliver 'Gold Standard' Service

Skytrax, an airport industry research company, has recently named our partners at LAX one of the top 10 most-improved airports in the world! It's great to see that their emphasis on delivering the "gold-standard" experience is being recognized by passengers!

CSE On the Fly: Featuring Sherri Smith, General Manager of Westfield Airports at EWR, and the #SayHAPPY and Random Acts of Kindness Programs

Last month, February, is filled with many reasons to be happy. The obvious falls on February 14th, when love abounds and kindness comes easy.  Other February days that embrace and share happiness are National Pizza Day (2/9), National Love Your Pet Day (2/20), and National Clam Chowder Day (2/25) just to name a few! The Westfield team at Newark Liberty International Airport took happiness to the next level last month.  Training EWR employees to be secret agents of kindness, these exuberant agents-of-surprise delighted airport guests with random acts of kindness.

CSE Showcases Airport CX Expertise at ARN in New Orleans

The Customer Service Experts team is excited to attend the 2017 Airport Revenue News (ARN) Conference, in New Orleans, LA, from March 12-15, where the airport industry meets to network and learn about the latest trends.  ARN offers countless opportunities to gather feedback on customer service experiences from airport executives, commercial property managers, and concessions decision-makers and features four days of informative and interactive sessions.