JETT customer experience

JETT customer experience
Private
Industry Customer experience consulting
Founded Shanghai, People's Republic of China (2004)
Founder Justin Barrow, Ed Dean & Toby Collins
Headquarters Shanghai, People's Republic of China
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.[1] 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.[2][3] Additionally, many individuals and graduates in China lack the practical experience and skills required for a service industry career,[4] and are often particularly appreciative of the opportunity to learn through training.[5]

History

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.[6]

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.[7] 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.[8][9][10][11][12] 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. and delivering research, consulting and training programmes for clients who need to deliver the perfect customer experience.

Company Services, Products & Brands

In addition to consulting on a case by case basis, company services are divided into one of three categories:

Research

The following products and services are grouped under ‘Research’:

JETT is a registered member of the Mystery Shopping Providers Association (MSPA).

Consulting

The following products and services are grouped under ‘Consulting’:

Training

The following products and services are grouped under ‘Training’:

Company Clients

As at January 2013 clients include Apple, Calvin Klein, China Construction Bank, Converse, Ctrip, Disney, Domino's Pizza, English First, Gap, Hilton Hotels, Inditex, InterContinental Hotels Group, Meters/bonwe, Pizza Express, Ritz-Carlton, Starwood, Subway Restaurants, Travelex, VF Corporation and Virgin Atlantic Airways.

See also

References

  1. ↑ Global Times 24 January 2011
  2. ↑ People's Daily Online June 22, 2009
  3. ↑ China Daily March 2nd, 2011
  4. ↑ The Wall Street Journal March 2012
  5. ↑ China Economic Review July 2009
  6. ↑ Kelly, Ned. King of the mystery diners: JETT, that’s Shanghai, 30 November 2009]
  7. ↑ NextStep Directory
  8. ↑ Shanghai Talk October 2009
  9. ↑ Shanghai Business Review Aug/Sep 2009 Page 47
  10. ↑ EuroBiz October 2010 Page 26
  11. ↑ China Economic Review October 2010 (in Chinese)
  12. ↑ That's Shanghai March 2011
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