JETT customer experience is a

customer experience Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the ...

consultancy providing research, consulting and training to service businesses in China and Hong Kong. Established in

Shanghai Shanghai (; , , Standard Mandarin pronunciation: ) is one of the four direct-administered municipalities of the People's Republic of China (PRC). The city is located on the southern estuary of the Yangtze River, with the Huangpu River flow ...

, JETT is a

Wholly Foreign Owned Enterprise A wholly foreign-owned enterprise (WFOE, sometimes incorrectly WOFE) is a common investment vehicle for mainland China-based business wherein foreign parties (individuals or corporate entities) can incorporate a foreign-owned limited liability c ...

(WFOE) registered in

China China, officially the People's Republic of China (PRC), is a country in East Asia. It is the world's most populous country, with a population exceeding 1.4 billion, slightly ahead of India. China spans the equivalent of five time zones and ...

and is a subsidiary of JETT Asia Ltd. registered in

Hong Kong Hong Kong ( (US) or (UK); , ), officially the Hong Kong Special Administrative Region of the People's Republic of China ( abbr. Hong Kong SAR or HKSAR), is a city and special administrative region of China on the eastern Pearl River Delt ...

. JETT’s products include customer experience consulting,

mystery shopping Mystery shopping (related terms: mystery shopper, mystery consumer, mystery research, secret shopper and secret shopping and auditor) is a method used by marketing research companies and organizations that wish to measure quality of sales and s ...

customer service training Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Audience Any employee who interacts with a customer is a candidate for customer service training. I ...

teambuilding Team building is a collective term for various types of activities used to enhance social relations and define roles within teams, often involving collaborative tasks. It is distinct from team training, which is designed by a combine of business ...

and

customer engagement Customer engagement is an interaction between an external consumer/customer (either B2C or B2B) and an organization (company or brand) through various online or offline channels. According to Hollebeek, Srivastava and Chen's (2019, p. 166) S-D lo ...

research Research is "creativity, creative and systematic work undertaken to increase the stock of knowledge". It involves the collection, organization and analysis of evidence to increase understanding of a topic, characterized by a particular att ...

. The company was founded in 2004 to provide the opportunity for employees in China's

service industry The tertiary sector of the economy, generally known as the service sector, is the third of the three economic sectors in the three-sector model (also known as the economic cycle). The others are the primary sector (raw materials) and the second ...

to learn and gain skills to help them in their daily working lives. China's strength as a

manufacturer Manufacturing is the creation or production of goods with the help of equipment, labor, machines, tools, and chemical or biological processing or formulation. It is the essence of secondary sector of the economy. The term may refer to a ran ...

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. Additionally, many individuals and graduates in China lack the practical experience and skills required for a service industry career, and are often particularly appreciative of the opportunity to learn through training.

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. Initially focused on the F&B and

hospitality Hospitality is the relationship between a guest and a host, wherein the host receives the guest with some amount of goodwill, including the reception and entertainment of guests, visitors, or strangers. Louis de Jaucourt, Louis, chevalier de J ...

sectors, since 2006 the company has increasingly worked with customers from other sectors including

retail Retail is the sale of goods and services to consumers, in contrast to wholesaling, which is sale to business or institutional customers. A retailer purchases goods in large quantities from manufacturers, directly or through a wholesaler, and t ...

retail banking Retail banking, also known as consumer banking or personal banking, is the provision of services by a bank to the general public, rather than to companies, corporations or other banks, which are often described as wholesale banking. Banking servi ...

and

property management Property management is the operation, control, maintenance, and oversight of real estate and physical property. This can include residential, commercial, and land real estate. Management indicates the need for real estate to be cared for and monit ...

. 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.That's Shanghai March 2011
/ref> 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 } Beijing ( ; ; ), alternatively romanized as Peking ( ), is the capital of the People's Republic of China. It is the center of power and development of the country. Beijing is the world's most populous national capital city, with over 21 ...

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 *Consulting *Training

Research

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

Mystery Shopping Mystery shopping (related terms: mystery shopper, mystery consumer, mystery research, secret shopper and secret shopping and auditor) is a method used by marketing research companies and organizations that wish to measure quality of sales and s ...

Programmes *

Customer Engagement Customer engagement is an interaction between an external consumer/customer (either B2C or B2B) and an organization (company or brand) through various online or offline channels. According to Hollebeek, Srivastava and Chen's (2019, p. 166) S-D lo ...

Research Research is "creativity, creative and systematic work undertaken to increase the stock of knowledge". It involves the collection, organization and analysis of evidence to increase understanding of a topic, characterized by a particular att ...

* Customer research & Surveys JETT is a registered member of the Mystery Shopping Providers Association (MSPA).

Consulting

The following products and services are grouped under ‘Consulting’: * Customer experience design * Induction & Orientation * Incentivisation & Rewards Programmes * Standards &

SOP A sop is a piece of bread or toast that is drenched in liquid and then eaten. In medieval cuisine, sops were very common; they were served with broth, soup, or wine and then picked apart into smaller pieces to soak in the liquid. At elaborate ...

development *

Teambuilding Team building is a collective term for various types of activities used to enhance social relations and define roles within teams, often involving collaborative tasks. It is distinct from team training, which is designed by a combine of business ...

Training

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

sales Sales are activities related to selling or the number of goods sold in a given targeted time period. The delivery of a service for a cost is also considered a sale. The seller, or the provider of the goods or services, completes a sale in r ...

and

soft skills Soft skills, also known as power skills, common skills or core skills, are skills applicable to all professions. These include critical thinking, problem solving, public speaking, professional writing, teamwork, digital literacy, leadership, pr ...

training *

Leadership Leadership, both as a research area and as a practical skill, encompasses the ability of an individual, group or organization to "lead", influence or guide other individuals, teams, or entire organizations. The word "leadership" often gets view ...

and management training *Job-specific-language (English) training

Company Clients

Clients include

Apple Inc. Apple Inc. is an American multinational technology company headquartered in Cupertino, California, United States. Apple is the largest technology company by revenue (totaling in 2021) and, as of June 2022, is the world's biggest company ...

Calvin Klein Calvin Richard Klein (born November 19, 1942) is an American fashion designer who launched the company that would later become Calvin Klein Inc., in 1968. In addition to clothing, he also has given his name to a range of perfumes, watches, and ...

China Construction Bank China Construction Bank Corporation (CCB) is one of the " big four" banks in China. In 2015, CCB was the 2nd largest bank in the world by market capitalization and 6th largest company in the world. The bank has approximately 13,629 domestic branc ...

Converse Converse may refer to: Mathematics and logic * Converse (logic), the result of reversing the two parts of a definite or implicational statement ** Converse implication, the converse of a material implication ** Converse nonimplication, a logical c ...

Trip.com Group Trip.com Group Limited (, formerly Ctrip.com International) is a Chinese multinational online travel company that provides services including accommodation reservation, transportation ticketing, packaged tours and corporate travel management. Fo ...

Disney The Walt Disney Company, commonly known as Disney (), is an American multinational mass media and entertainment conglomerate headquartered at the Walt Disney Studios complex in Burbank, California. Disney was originally founded on October ...

Domino's Pizza Domino's Pizza, Inc., trading as Domino's, is an American multinational pizza restaurant chain founded in 1960 and led by CEO Russell Weiner. The corporation is Delaware domiciled and headquartered at the Domino's Farms Office Park in Ann Arbor ...

, Education First,

Gap Inc. The Gap, Inc., commonly known as Gap Inc. or Gap (stylized as GAP), is an American worldwide clothing and accessories retailer. Gap was founded in 1969 by Donald Fisher and Doris F. Fisher and is headquartered in San Francisco, California. The c ...

Hilton Hotels & Resorts Hilton Hotels & Resorts (formerly known as Hilton Hotels) is a global brand of full-service hotels and resorts and the flagship brand of American multinational hospitality company Hilton Worldwide, Hilton. The original company was founded by C ...

Inditex Industria de Diseño Textil, S.A. (Inditex; , ; ) is a Spanish multinational clothing company headquartered in Arteixo, Galicia, in Spain. Inditex, the biggest fast fashion group in the world, operates over 7,200 stores in 93 markets worldwide. ...

InterContinental Hotels Group InterContinental Hotels Group (IHG), marketed as IHG Hotels & Resorts, is a British multinational hospitality company headquartered in Denham, Buckinghamshire, England. It is listed on the London Stock Exchange and is a constituent of the F ...

, Meters/bonwe,

Pizza Express PizzaExpress is a British multinational restaurant group, owned by a group of bondholders. It has over 470 restaurants across the United Kingdom and 100 overseas in Europe, Hong Kong, China, India, Indonesia, Kuwait, the Philippines, the Unite ...

Ritz-Carlton The Ritz-Carlton Hotel Company, LLC is an American multinational company that operates the luxury hotel chain known as The Ritz-Carlton. The company has 108 luxury hotels and resorts in 30 countries and territories with 29,158 rooms, in addit ...

, Subway,

Travelex Travelex is a foreign exchange company founded by Lloyd Dorfman and headquartered in Peterborough. Its main businesses are foreign currency exchange, issuing prepaid credit cards for use by travellers, supplying central banks with foreign curre ...

VF Corporation VF Corporation (formerly Vanity Fair Mills until 1969) is an American global apparel and footwear company founded in 1899 and headquartered in Denver, Colorado. The company's 13 brands are organized into three categories: Outdoor, Active and Wor ...

, and

Virgin Atlantic Virgin Atlantic, a trading name of Virgin Atlantic Airways Limited and Virgin Atlantic International Limited, is a British airline with its head office in Crawley, England. The airline was established in 1984 as British Atlantic Airways, and w ...

References

{{DEFAULTSORT:Jett Customer Experience Marketing companies established in 2004 Companies based in Shanghai