Published on December 5, 2007
Francis Wade Framework Consulting November 21, 2007 JaCSA Conference 2007 Respecting Jamaican Customers By Delivering A New Experience
Good Caribbean service for the average man?
You want a new angle or approach to improve customer service in your company
Customers are expecting more, from all interactions
Prepare employees & companies to deliver a total experience
Implement a company-wide focus on Experience
“ Experience ” is easy to learn and relate to
Excellent service is impossible to find for most
Excellent single experiences are easier to find
Excellent experiences can be built and implemented by companies
Empathetic employees and companies can deliver precise emotional results
They must understand the 3 kinds of service experience: “Tourist Service”
“ Friend Service”
“ Res’ a Dem Service”
They must create a context in which strangers can become friends
They know that their managers’ Emotional Intelligence limits what their customers can experience
Every touch-point is important
Customers form their impressions from the totality of touch-points
They are ALL opportunities or channels to deliver the experience
Service breakdowns are opportunities to reinforce the experience
What touch-points do our customers experience?
How can employees and companies be prepared?
Our customers don’t get what they want
Implement a focus on experience
Respecting Jamaican customers by delivering an experience
Experience First! Francis Wade Framework Consulting Inc. www.fwconsulting.com
Introducing the customer experience barometer. 06. Executive summary. 08. Overview: ﬁnancial services. 10. Spotlight: banks. 12. Spotlight: general insurance
Customer Service meets Customer Experience. Customers will continue to show their disapproval with inconsistent and unfulfilling brand experiences.
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