Through a special arrangement, presented here for discussion is a summary of a current article from Retail Customer Experience, a daily news portal devoted to helping retailers differentiates the shopping experience.
Last month, I was in line for security at Logan Airport. I noticed there was only one agent checking IDs, so I figured this was going to be a long and painful process. Much to my surprise, the line not only went quickly, but you could hear laughter.
The lone TSA agent was fast, engaging and funny, and he personalized every interaction.
He had to work two lines at once, but he always told the other line what he was doing. And every time he checked an ID, he built a quick connection with the passenger. Here are some of these things I heard him to say to passengers in front of me:
"You're heading home to 75 degree weather? I bet you're sad about that." That made the college student laugh.
"Thank you for your service, ma'am." The passenger must have used a military ID.
"I don't know if I've ever seen a better picture on a drivers license." Said to a smiling elderly woman.
"Only a few weeks until pitchers and catchers." He said this to me since I was wearing a Red Sox hat.
I was in awe. People standing in line to go through security are not always in the best of moods and this TSA agent was wowing everyone with an amazing experience.
Here are five things I took away from this experience.
Of the five takeaways mentioned in the article, which one should stores be particularly mindful of?