May 24, 2017
Karen Ellis joins us from the Chief Customer Officer Exchange and, among other things, discusses her roughly 15 years at Hartsfield–Jackson Atlanta International Airport- the busiest airport in the world. It turns out that leadership at the airport likes that distinction and manages the organization to stay on top- receiving various awards for being the most efficient airport. Karen shares details on the Customer Experience Training program that she modeled after Disney and built over 9 years. The program brought together employees from the airlines, concessions, parking, security…even the TSA learning the unified standards for the airport in appearance, behavior and service. Karen shares that passengers absolutely noticed the results…and she’s brought that training program forward to her new post.