CSE joins MIA for the 7th Annual MIA 100% Pure Miami Service Awards
On December 6, 2018, Customer Service Experts was proud to participate in the 7th annual 100% Pure Miami Service Awards breakfast where exceptional customer service, 100% mystery shops, and dedicated employees were celebrated. The Pure Miami Service Program was created by CSE for Miami International Airport in 2017 providing classroom training, mystery shopping, and consulting to the entire concession program at MIA. Over 90 concession mangers attended the event and awards were given for the highest mystery shop scores, most improved location in each terminal, and the most 100% mystery shop scores in one location. The prestigious OYA (Own Your Own Attitude) Award was also presented to the location with the highest participation in this successful program. Congratulations to all the winners!
Using Emotional Intelligence to Make Every Connection Count
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.
Thanksgiving Flying Guide: 7 Things to Know
Thanksgiving recalls turkey, family, football, and stretch pants. And if you’re one of the 28.5 million passengers expected to fly this holiday week, we at CSE would like to take some stress out of travel this week by reviewing some new airport strategies for getting to the turkey and stuffing ASAP.
The Road to A Better Guest Experience
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.
Airport Customer Service Survey Across Three Years [INFOGRAPHIC]
Customer Service Experts' Annual Airport Customer Service Survey has arrived!
Each year, the team from CSE attends the Airport Revenue News (ARN) Conference, 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, CEOs, concession decision-makers, and business development directors. For the last three years, CSE has gathered data from ARN attendees to help clearly define the passenger experience both landside and airside, and illustrate the importance of preparing employees to deliver exemplary customer service.
In 2014, over 700 million passengers traveled through airports in North America and those travelers spent over $900 billion on concessions. Check out ARN’s breakdown of their spending in top North American airports:2014 Food and Beverage - $5 billion
2014 Duty Free and Specialty Retail - $2.5 billion
2014 News and Gift - $1.5 billion
With this amount of spending, the importance of training employees to deliver an outstanding airport experience becomes instantly apparent.
So what did we learn this year when talking to ARN attendees about the importance of outstanding customer service? Check out our 2016 infographic summary where 98% of those surveyed said employee skills are important in delivering a great airport experience and 81% said they believed employee service skills impacted passenger purchasing decisions! With that landside information, we at CSE are even more motivated to help you define your vision for your airport passenger experience and help you design a strategic customer service program.
Here We Grow Again! CSE Expands to Support Airport Customer Service
Here we grow again!
We couldn’t be more thrilled to share our great news. Drawing on our deep seeded airport experience and expertise, we are solidifying and expanding our infrastructure to support our focus on improving passenger experiences in the airport community.
Is Airport Passenger Experience Driven Solely by Front Line Employees?
According to a survey conducted by CSE at the Airport Revenue News Conference in March of 2015, 75% of airport executives agreed that airport passenger experience is driven solely by FRONT LINE EMPLOYEES.
Do you agree?