The Caribbean Customer Experience

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This was a speech given at the Jamaica Customer Service Association award function in November, 2007 by Francis Wade. In this speech I make a case for the new focus on customer experience, and how it …

This was a speech given at the Jamaica Customer Service Association award function in November, 2007 by Francis Wade. In this speech I make a case for the new focus on customer experience, and how it opens new avenues for companies across the region who serve local customers primarily.

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  • 1. Francis Wade Framework Consulting November 21, 2007 JaCSA Conference 2007 Respecting Jamaican Customers By Delivering A New Experience
  • 2. Good Caribbean service for the average man?
  • 3. You want a new angle or approach to improve customer service in your company
  • 4. Customers are expecting more, from all interactions
  • 5. Prepare employees & companies to deliver a total experience
  • 6. Implement a company-wide focus on Experience
  • 7. “ Experience ” is easy to learn and relate to
  • 8. Excellent service is impossible to find for most
  • 9. Excellent single experiences are easier to find
  • 10. Excellent experiences can be built and implemented by companies
  • 11. Empathetic employees and companies can deliver precise emotional results
  • 12. They must understand the 3 kinds of service experience: “Tourist Service”
  • 13. “ Friend Service”
  • 14. “ Res’ a Dem Service”
  • 15. They must create a context in which strangers can become friends
  • 16. They know that their managers’ Emotional Intelligence limits what their customers can experience
  • 17. Every touch-point is important
  • 18. Customers form their impressions from the totality of touch-points
  • 19. They are ALL opportunities or channels to deliver the experience
  • 20. Service breakdowns are opportunities to reinforce the experience
  • 21. What touch-points do our customers experience?
  • 22. How can employees and companies be prepared?
  • 23. Our customers don’t get what they want
  • 24. Implement a focus on experience
  • 25. Respecting Jamaican customers by delivering an experience
  • 26. Experience First! Francis Wade Framework Consulting Inc. www.fwconsulting.com