Is your organization prepared for the “Customer of the Future,” Gen-Z? At CSE, our clients frequently ask us how to create a personalized customer experience for passengers and consumers of different generations. In this Forbes article, there is a great list of tips for connecting with Gen-Z, specifically, but we’d like to offer these three quick tips for communicating effectively with your multi-generational customer base:
“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.
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:
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!
Customer Service Experts CEO, Lise D'Andrea, was the featured guest on The Airport Experience News Podcast with Ramon Lo, publisher for AXN. This program highlights conversations with airport industry experts, operators, and executives who continue to ask questions, challenge the standard, and take risks. Lise and Ramon discussed the evolution of the airport customer experience by finding the right blend of touch and technology to optimize the passenger experience.
Airports Council International-North America (ACI-NA) announced the recipients of the 2018 Excellence in Airport Marketing, Communications, and Customer Service Awards on November 15, 2018, at an awards gala during the 2018 Marketing and Communications Conference in Ottawa, ON. These awards recognize the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 20 categories.
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.