So how’s your March Madness bracket doing? Are you out of the running or will you be anxiously watching the final weekend of the top college basketball games, hoping your team shoots the lights out to victory? Whether you’ve still got a chance, you’re one of the roughly 100 million viewers to tune in (based on last year’s viewership), or quite frankly have little idea what all the hype is about, there is A LOT we can learn from March Madness about building and coaching a winning team—in any industry or situation. Here are the X’s and O’s:
Last month, at the Airport Experience® Conference, we (CSE) conducted our annual survey, asking attendees questions regarding airport customer experience expectations, standards, and the current programs in place. The results are in, and we couldn’t wait to share our findings!
Employee Engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who is fully absorbed by and enthusiastic about their work and takes positive action to further the organization's reputation and interests. An engaged employee has a positive attitude towards the organization and its values. (Wikipedia contributors)
Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. This week is an opportunity to recognize and show appreciation for your employees 52 weeks a year. This year’s theme is "Exceeding Expectations! Every Customer, Every Time!"
Emotional intelligence, or EQ, refers to a person's ability to recognize, understand, manage, and reason with emotions. It is a critical skill when it comes to interpersonal communication in both personal and professional environments. The term was originally coined by psychologists in the 1990s and became a buzz word in the business world in 1995 when Daniel Goleman wrote Emotional Intelligence: Why it Can Matter More Than IQ. Goreman argues that EQ could be more important than IQ at predicting success in life, and that these emotional competencies play a particularly important role in the workplace.
Summer is a time to pack up the kids and head out on adventures around the globe visiting families, friends, and new places. Traveling with children is challenging with potential distractions at baggage, security lines, and maneuvering through hundreds of other travelers. How can you assist in making guest's experiences less stressful? You have the opportunity to set the tone by providing the first and last memorable experiences of their trip! Here are some tips for helping families take off and land successfully this summer:
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 investment positively impacts not only your employees, but the passenger experience and your bottom line as well.
Employee recognition is essential for motivating, retaining, and fully engaging employees. Customer Service Experts (CSE) has been helping clients recognize and reward employees who generate a guest-centric service culture for over 25 years. Recently, we partnered with Los Angeles International Airport (LAX) to develop a customized Guest Experience Performance Management Services Program using relevant mystery shopping data and customized iCARE training workshops to educate and encourage employees to provide passengers with a seamless and “LAXceptional Xperience” from curbside to gateside.
Any training program should impact employees in a lasting way, providing them with immediate tools that can be consistently sharpened throughout their career. Train-the-trainer programs are one method organizations select to ensure their own internal trainers are equipped to seamlessly deliver classroom and on-the-spot training with strategic skills and confidence. By defining needs and delivering training in a streamlined and cost-effective manner, a well-developed training program will impact more than just your guest experience. Through on-demand teaching, mentoring, role-modeling, and encouragement, your employees will create a higher service standard, increasing your guest experience and your bottom line.
Most organizations realize feedback is necessary when it comes to understanding customer’s needs and wants. This data becomes an integral part of continually improving and growing any business. Finding the right service measurement strategy for your business will not only improve your customer’s experience, but your bottom line as well.