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:
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.
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:
Happy Holidays from CSE, and Thank You for 25 Years of Success!
As our 25th anniversary celebration comes to a close, it is with a grateful heart that we wish each of you, our clients and friends, the happiest of holidays. May your New Year be filled with health and happiness, and may you make every connection count!
CSE's Lise D'Andrea Joins Ramon Lo in Episode 11 of Airport Experience News' Latest Podcast
Customer Service Experts CEO, Lise D'Andrea, was the featured guest on The Airport Experience News Podcast with Ramon Lo, publisher for AXN. This program highlights conversations with airport industry experts, operators, and executives who continue to ask questions, challenge the standard, and take risks. Lise and Ramon discussed the evolution of the airport customer experience by finding the right blend of touch and technology to optimize the passenger experience.
Customer Service Experts Accepts the ACI-NA Overall Customer Service Program Award on Behalf of Los Angeles International Airport
Airports Council International-North America (ACI-NA) announced the recipients of the 2018 Excellence in Airport Marketing, Communications, and Customer Service Awards on November 15, 2018, at an awards gala during the 2018 Marketing and Communications Conference in Ottawa, ON. These awards recognize the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 20 categories.
Love is in the Air | Airports Spread the Love on Valentine's Day
It’s February and love is in the air, both on the ground and at 10,000 feet! Airports and airlines across the world are recognizing Valentine’s Day as a perfect opportunity to “show the love” to their customers in a variety of creative ways. Last year at our own “Balt-amour” International Airport, passengers were treated to everything from flowers and chocolates, to parking and concessionaire discounts. So, don’t hesitate to travel on February 14th. Instead, get ready to be struck by cupid’s arrow!