JETT customer experience

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 sectors, since 2006 the company has increasingly worked with customers from other sectors including retail, retail banking and property management. 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. 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.

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 programmes
• Customer engagement research
• 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 development
• Teambuilding

Training

The following products and services are grouped under "training":

• Service, sales and soft skills training
• Leadership and management training
• Job-specific-language (English) training

Company clients

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.

References

References

1. [http://english.peopledaily.com.cn/90001/90778/90857/90860/6683692.html People's Daily Online June 22, 2009 ]
2. [http://www.chinadaily.com.cn/bizchina/2011-03/02/content_12104151.htm China Daily March 2nd, 2011 ]
3. "China's Fickle Talent Pool".
4. "China Economic Review July 2009".
5. Kelly, Ned. [http://www.urbanatomy.com/index.php/community/business/2537-king-of-the-mystery-diners-jett King of the mystery diners: JETT] {{Webarchive. link. (2010-12-02 , [[that’s Shanghai]], 30 November 2009])
6. "NextStep Directory".
7. "Shanghai Talk October 2009".
8. "Shanghai Business Review Aug/Sep 2009 Page 47".
9. "EuroBiz October 2010 Page 26".
10. "China Economic Review October 2010 (in Chinese)".
11. [http://www.thatsmags.com/shanghai/article/229/mystery-shopping-revealed That's Shanghai March 2011]{{Dead link. (January 2020)