Introducing the Newest Members of the CSE Team!
We believe that when you bring the best and brightest minds in the industry together, you not only meet, but you exceed client expectations. It’s in this spirit that I am pleased to announce the appointment of Carol Fearns as Director, Field Operations and Scheduling. A key member of the CSE leadership team, Carol will help clients drive success through data-driven metrics to identify problems and help create solutions to ensure that every customer connection counts.
Creating Customer Experiences for all Generations
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:
CSE Wins MSPA Elite Status at 2019 CXE3 Conference!
Last week three members of our CSE team, Colleen Keating, Eileen Wirz, and Tina Card, attended MSPA’s CXE3 Conference in St. Pete Beach, FL, where CSE was recognized as 2020 winner of the MSPA Elite status! CSE is thrilled to once again join the rest of the MSPA Elite companies who are focused on continuing the advancement of the customer experience industry! Colleen and Tina were present to accept this award for demonstrating distinguished leadership in the industry and support in advancing the goals and objectives of MSPA Americas.
CX is Airport Focus, But Many Approaches Found Lacking
“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.
Calling the Shots
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.
March Madness Magic | 4 Steps to Building a Winning Team
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:
CSE's Annual Airport CX Survey Results are in!
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!
2018 Airport Experience® News Awards Winners Announced
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!
Congratulations to CSE’s Client partners who were selected as 2018 winners:
Customer Service Experts will be attending AAAE/ACI-NA's Airport Customer Experience Symposium in Chicago next week, March 4-7, 2019.
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:
Customer Service Experts Promotes Three Industry Leaders and Hires Two New Team Members
Customer Service Experts, the leader in providing service culture solutions to the airport industry, recently promoted three top performers and hired two new team members, positioning CSE for continued success in 2019. CSE partners with airport organizations to design strategies and provide resources to create innovative, customized, service culture initiatives which deliver exceptional customer experiences and increased profit margins. Comprehensive strategies include customer experience strategy, service culture design, training, performance coaching, mystery shopping, and rewards programs.