AXN recently held the 2019 Airport Experience® (AXN) Conference and Awards Gala in Las Vegas, NV. Each year, this high profile event celebrates the airports, concessionaires, and concepts that are revolutionizing and evolving the airport industry. Customer Service Experts (CSE) would like to congratulate all 2018 winners!
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.
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.
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.
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.