A brief introduction to JETT customer experience - China's leading brand in assessment (mystery shopping), motivation and training.

1. JETT | customer experience
Company Credentials
C C d ti l
Summer 2009
Summer 2009
www.jett‐asia.com

2. Company Profile: JETT | customer experience
• JETT is the leading brand in China delivering assessment, motivation
and training programmes for companies who need to deliver the
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perfect customer experience
• Established in Shanghai in 2004 we have since expanded to Beijing
E t bli h d i Sh h i i 2004 h i d d t B iji
(2006), Guangzhou (2007) and Hong Kong (2008)
• We are British owned, with a mixed international and Chinese team
• Our client brands include international 5‐star and boutique hotels,
F&B / restaurant groups, retail and retail banking companies
• Our work includes mystery shopping, customer service and hospitality
training, teambuilding programmes and customers satisfaction
surveys

3. Your Customer Experience
• Customer Experience is about repeat business
Positive customer Repeat business Long‐term
experience revenue
• Customer Experience defines brand
1) In what different ways do your customers experience your brand?
2) What activity do you currently do in order to influence this?
What activity do you currently do in order to influence this?
3) How are you currently measuring:
– Customer experience?
– The effectiveness of your training?
– Your team’s motivation levels?
Your team s motivation levels?

4. Our Value
Our clients work with us because:
1) W h l h
We help them increase revenue
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2) We help them cut costs and save money
• “Knowing our weak points allows us to better focus our training”
• “Motivated employees lead to lower levels of staff turnover”
• “Well trained staff increase revenue”
• “Understanding our customers means we can offer what they value most”
• “Improvement targets can be set against measured service levels”
• “Fewer complaints is better for the customer, for staff and for Managers”
• “Consistent service levels develop our brand and our reputation”
Consistent service levels develop our brand and our reputation
• “Better customer experience means better business”

5. Investments & Affiliations
Mystery Shopping Providers Association (MSPA)
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Registered member, and founder member of the China sub‐branch
The MSPA is the largest professional trade association dedicated to improving
service quality using anonymous resources. With over 150 member companies
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worldwide the MSPA works to ensure international standards of practice and
ethics
Institute of Hospitality (UK)
• Our three hospitality language courses (for F&B, OF and HSKP) are in
application for certification by the UK s Institute of Hospitality
application for certification by the UK’s Institute of Hospitality
With over 10,000 members in the UK the primary purpose of the Institute of
Hospitality is “to promote the highest professional standards of management
and education in the international hospitality, leisure and tourism industries
and education in the international hospitality leisure and tourism industries”

6. Award‐Winning Clients
• We congratulate our client 88Xintiandi on being awarded China’s
W l li 88Xi i di b i d d Chi ’
Leading Boutique Hotel at the 2008 World Travel Awards
• At the 2008 That’s Shanghai Food & Drinks Awards there were
six awards won by JETT clients, with a further four awards at the
six awards won by JETT clients with a further four awards at the
2008 That’s PRD Awards in Guangzhou
• Additionally at the 2009 City Weekend Reader’s Choice Awards
there were five JETT client winners
there were five JETT client winners

7. How we work – Our Product Divisions
1. JETT Assessment
– Are customers happy with current service levels?
– Are your staff delivering a perfect customer
experience?
– In which areas if any can improvements be made?
In which areas, if any, can improvements be made?
2. JETT Motivation
– Are your staff motivated and do you know how to
motivate them? Are they working well as a team?
– Do they understand and believe in the company vision?
3. JETT Training
– A t ff t i d t d li
Are staff trained to deliver the levels of service your
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customers expect?
– Are your teams recognising and maximising
appropriate revenue opportunities?
appropriate revenue opportunities?

8. How we work – Our Process
Process
1. We work as closely as possible to understand as much as we need
1 W k l l ibl d d h d
to about brand / client needs and objectives
2. Programme delivered as agreed and with regular feedback
3. Results analysed and reported
What we ask for from you
1. Detailed description of requirements and objectives
2. Brand guidelines
3. Service Standards and SOP manuals
4. Single point of contact preferred
4 Si l i t f t t f d

9. Client Feedback on our Mystery Shopping
• “We thought we knew what to do – but mystery shopper provided us
with the actual data to know where to direct our efforts, and then to
measure the results afterwards”
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• “Companies that are truly interested in improving and making a
change that will appreciate the value of this system”
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“It lets us audit our standards and helps us to see what’s really
happening out there”
• “It allows the managers to see how they’re doing with that guy who’s
It allows the managers to see how they re doing with that guy who s
come here for the first time – and who we need to make sure will come
back a second time”
• “It engenders a spirit of friendly competition across our different
venues”

10. We look forward to hearing from you…
Beijing Shanghai Guangzhou
Ginger Wu Jessie Ju Dee Fuller
Business Development & Business Development & Business Development &
Training Manager BJ
Training Manager – BJ Training Manager SH
Training Manager – SH Training Manager GZ
Training Manager – GZ
13439934442 138171701079 13268331096
ginger.wu@jett asia.com
ginger.wu@jett‐asia.com jessie.ju@jett asia.com
jessie.ju@jett‐asia.com dee.fuller@jett asia.com
dee.fuller@jett‐asia.com
JETT Shanghai Head Office:
4th Floor Building C, 1147 Kangding Lu, Shanghai 200041, China
h l ld d h h h
康定路1147号C幢4楼
+86 021 6132 5005 ext 131
Business@jett‐asia.com
www.jett‐asia.com
www jett‐asia com