Type | Private |
---|---|
Industry | Customer experience consulting |
Founded | Shanghai, People's Republic of China (2004) |
Founder | Justin Barrow, Ed Dean & Toby Collins |
Headquarters | , |
Key people | Ed Dean, Connie Kuo |
Services | Customer service training, Mystery shopping, Consulting |
Number of employees | 40 |
Website | www.jett-asia.com |
JETT customer experience is a customer experience consultancy providing research, consulting and training to service businesses in China and Hong Kong. Established in Shanghai, JETT is a Wholly Foreign Owned Enterprise (WFOE) registered in China and is a subsidiary of JETT Asia Ltd. registered in Hong Kong. JETT’s products include customer experience consulting, mystery shopping, customer service training, teambuilding and customer engagement research.
The company was founded in 2004 to provide the opportunity for employees in China's service industry to learn and gain skills to help them in their daily working lives.[ citation needed ] China's strength as a manufacturer has left its service industry underdeveloped by comparison and the Beijing government is focused on growth in the standards and importance of this industry sector. [1] [2] Additionally, many individuals and graduates in China lack the practical experience and skills required for a service industry career, [3] and are often particularly appreciative of the opportunity to learn through training. [4]
JETT was founded by Justin Barrow, Ed Dean and Toby Collins. The idea for the business came in 2003 when Barrow and Dean witnessed a local Chinese waitress in a Shanghai restaurant struggling to serve a foreign customer as she did not have the skills she needed. [5]
Initially focused on the F&B and hospitality sectors, since 2006 the company has increasingly worked with customers from other sectors including retail, retail banking and property management. [6] While the company’s customers were principally foreign companies at launch, over time the client-base has become more local with increased interest from mainland Chinese businesses. [7] [8] [9] [10] [11] JETT was originally called JETT Training, but the company rebranded in 2008 to become JETT customer experience in recognition of the wider variety of services requested by customers. In the same year the company expanded to open the Beijing office in the run-up to the 2008 Beijing Olympics.
During 2010, Connie Kuo replaced Ed Dean as Managing Director. Ed Dean continues in the role of Director of Client Services focusing on client satisfaction, business development and marketing.
JETT is now Minerva and Co.
In addition to consulting on a case by case basis, company services are divided into one of three categories:
The following products and services are grouped under ‘Research’:
JETT is a registered member of the Mystery Shopping Providers Association (MSPA).
The following products and services are grouped under ‘Consulting’:
The following products and services are grouped under ‘Training’:
Clients include Apple Inc., Calvin Klein, China Construction Bank, Converse, Trip.com Group, Disney, Domino's Pizza, Education First, Gap Inc., Hilton Hotels & Resorts, Inditex, InterContinental Hotels Group, Meters/bonwe, Pizza Express, Ritz-Carlton, Subway, Travelex, VF Corporation, and Virgin Atlantic.[ citation needed ]
Management consulting is the practice of providing consulting services to organizations to improve their performance or in any way to assist in achieving organizational objectives. Organizations may draw upon the services of management consultants for a number of reasons, including gaining external advice and accessing consultants' specialized expertise regarding concerns that call for additional oversight.
A consultant is a professional who provides advice or services in an area of specialization. Consulting services generally fall under the domain of professional services, as contingent work.
Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but towards the end, the idea of a well-performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization.
A consulting firm or simply consultancy is a professional service firm that provides expertise and specialised labour for a fee, through the use of consultants. Consulting firms may have one employee or thousands; they may consult in a broad range of domains, for example, management, engineering, and so on.
Mystery shopping is a method used by marketing research companies and organizations that wish to measure quality of sales and service, job performance, regulatory compliance, or to gather specific information about a market or competitors, including products and services.
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