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