Location: Annapolis, MD
Industry: Professional services
President and CEO
Customer Service Experts, Inc. (CSE) is a customer-experience consulting firm. In 2000, CSE was awarded its first airport-concessions service program, at Ronald Reagan Washington National Airport. For the next 13 years, president and CEO Lise D’Andrea kept building momentum in airports as well as other verticals until, in 2014, the firm wrote a new strategic plan focusing primarily on the airport industry. “This decision has proven to be extremely successful, as it has differentiated us from competitors, enabled us to pinpoint our marketing efforts and thrive in an industry that realizes the impact of optimal service culture,” says D’Andrea.
Fun Fact: D’Andrea is a competitive athlete and was inducted into the Temple Athletics Hall of Fame for women’s lacrosse in 2012.
“One of the greatest challenges in refocusing our efforts to target airports was in the transition from working in the commercial sector to doing business with the government,” says D’Andrea. “We found that many business opportunities were available, but we needed to learn the detailed processes of sourcing, applying and qualifying as a vendor.” However, as a result of its new focus, 2015 was CSE’s most successful year to date.
CSE and its employees give back to the community through a volunteering program, Caring Connections. CSE organizes an annual staff-wide food drive for the Anne Arundel County Food Bank, and staff members are encouraged to bring in pantry supplies for needy families. This past year, the firm had 100 percent participation and surpassed its goal of 50 bags of food items by 22 percent.