What Makes Airport Lounges Special?

Recent research highlights the key factors that influence passenger satisfaction in airport lounges: Exceptional food and drink offerings are the primary driver of overall customer satisfaction and the likelihood of returning to the lounge. Factors related to the general lounge environment, such as cleanliness, comfort, and the quality of staff service, significantly impact customer satisfaction. […]

What’s the Value of a Goodbye Kiss Before a Trip?

Have you recently traveled by plane or seen someone off? The KISS and FLY zone exists at many airports around the world. The goal is for passengers to be dropped off in front of the airport building with a very short stay, so that the flow of traffic is not disrupted at the entrance. The […]

QR Codes in Restaurants or Traditional Menus?

During the pandemic, restaurants shifted to QR codes as a contactless solution for sharing digital menus with customers. However, a study conducted by Technomic, Inc. shows that 88% of guests still prefer traditional printed menus over digital QR codes. It has been observed that code scanning has declined and guests often request classic menus. Reasons […]

Companies with the Best-Rated CX in 2023 According to Forbes Advisor (Part 2)

In addition to the top-ranked Buc-ee’s, Ltd. (which I wrote about in the previous post), the remaining 9 brands (Chick-fil-A Restaurants, Toyota Motor Corporation, Costco Wholesale, In-N-Out Burger, See’s Candies, Trader Joe’s, Chewy, Lexus, Publix Super Markets) have their own CX stories that have made them recognizable. Without going into too much detail about each […]

Companies with the Best-Rated CX for 2023

According to Forbes’ “Customer Experience All-Stars” list, which ranks the 300 brands with the best customer experience in 2023, the Buc-ee’s chain of gas stations is ranked first. The ranking is the result of a survey of more than 120,000 American consumers. In recent years, the customer experience has become one of the aspects that […]