The Caribbean Customer Experience
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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 ...

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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The Caribbean Customer Experience The Caribbean Customer Experience Presentation Transcript

  • 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