A quick search on Google Trends shows that interest in the concept of surprise and delight is growing over time. This isn’t surprising considering that the concept of customer service is also a hot topic, and surprising and delighting your customers can be a key component for keeping them…Read more
By Amy Burritt, Vice President of Communications
Technically, calling customers “assholes” is taboo — not only because it isn’t nice, but also because, in many cases, it’s a misnomer. Most customers don’t set out to be jerks, but a negative…Read more
Everyone knows that airport marketing involves planning events, communicating with media, and placing ads, but beneath those everyday tasks lie the habits that drive priorities and decision-making.
Kim Sippola, President of The Quotient Group, developed a few habits during her 13+ years as an in-house airport…Read more