the caribbean customer experience
DESCRIPTION
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.TRANSCRIPT
![Page 1: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/1.jpg)
Francis WadeFramework Consulting
November 21, 2007
JaCSA Conference 2007
Respecting Jamaican Customers By Delivering A New Experience
![Page 2: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/2.jpg)
Good Caribbean service for the average man?
![Page 3: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/3.jpg)
You want a new angle or approach to improve customer service in your company
![Page 4: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/4.jpg)
Customers are expecting more, from all interactions
![Page 5: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/5.jpg)
Prepare employees & companies to deliver a total experience
![Page 6: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/6.jpg)
Implement a company-wide focus on Experience
![Page 7: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/7.jpg)
“Experience” is easy to learn and relate to
![Page 8: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/8.jpg)
Excellent service is impossible to find for most
![Page 9: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/9.jpg)
Excellent single experiences are easier to find
![Page 10: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/10.jpg)
Excellent experiences can be built and implemented by companies
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Empathetic employees and companies can deliver precise emotional results
![Page 12: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/12.jpg)
They must understand the 3 kinds of service experience: “Tourist Service”
![Page 13: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/13.jpg)
“Friend Service”
![Page 14: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/14.jpg)
“Res’ a Dem Service”
![Page 15: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/15.jpg)
They must create a context in which strangers can become friends
![Page 16: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/16.jpg)
They know that their managers’ Emotional Intelligence limits what their customers can experience
![Page 17: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/17.jpg)
Every touch-point is important
![Page 18: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/18.jpg)
Customers form their impressions from the totality of touch-points
![Page 19: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/19.jpg)
They are ALL opportunities or channels to deliver the experience
![Page 20: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/20.jpg)
Service breakdowns are opportunities to reinforce the experience
![Page 21: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/21.jpg)
What touch-points do our customers experience?
![Page 22: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/22.jpg)
How can employees and companies be prepared?
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Our customers don’t get what they want
![Page 24: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/24.jpg)
Implement a focus on experience
![Page 25: The Caribbean Customer Experience](https://reader033.vdocuments.site/reader033/viewer/2022060111/556472ded8b42ae57c8b5242/html5/thumbnails/25.jpg)
Respecting Jamaican customers by delivering an experience
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Experience First!
Francis WadeFramework Consulting Inc. www.fwconsulting.com