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Francis Wade Framework Consulting November 21, 2007 JaCSA Conference 2007 Respecting Jamaican Customers By Delivering A Ne...
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
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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 opens new avenues for companies across the region who serve local customers primarily.

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Transcript of "The Caribbean Customer Experience"

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