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, 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.
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!
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!
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.
Rosa Cruz, Director of Marketing & Communications at Anne Arundel Economic Development Corporation, interviewed Customer Service Experts CEO, Lise D'Andrea, in an effort to spotlight her contributions to the local business community.
How far can a smile travel? In 1990, the first American customer service driven smile traveled almost 5000 miles, took root, and stayed. With the opening of the first McDonald’s in Moscow, standard corporate training on how employees can create a successful customer experience was first introduced. Step one? Smile. Where being stoic had been the customer service norm, this newfangled, unprecedented training gave Russian employees and customers an emotional culture never before seen. In the politically tumultuous nineties, the McDonald’s in Moscow became an “island of light and humanity in a dark time.”
A positive customer airport experience starts well before getting to the terminal. Whether traveler or employee, efficient and safe roadway operations are critical to an airport's success. All airport visitors expect safe and efficient roadway operations even as volumes increase, but often the design and capacity of the terminal and landside infrastructure cannot maintain those expectations.