CSE BLOG

Taking the Mystery Out of Mystery Shopping

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.

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. 

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 on the Fly: Featuring Lise D'Andrea–the Expert Behind Customer Service Experts

Welcome to CSE on the Fly, a question and answer forum where we ask industry leaders compelling questions to understand the roots, development, and growth of exceptional customer service.