The Jersey Customer Experience Alliance unveiled the SMILE Standards, a framework designed to to guide both employees and employers in creating exceptional customer experiences across Jersey’s public and private sectors.
Marcus Calvani, Co-CEO of the Jersey Hospitality Association & Owner of The Lidos, said: “Our island’s Customer Satisfaction Index is at just 49%—meaning less than half of customers in Jersey, across all sectors, feel truly satisfied, with the public sector scoring the lowest of all. That’s not just a statistic; it’s a wake-up call. AND, it’s a missed opportunity… It’s time for everyone to play their part in making a positive change in customer service across our entire island. It’s better for business, it’s beneficial for the entire economy, it’s better for mental health and it’ll make Jersey an even better place to call home.”
International speaker Rich Mulholland added: “I loved both my visits to Jersey so far, it really is a best-kept secret. The only way to effect change is to turn every visitor into an evangelist, and that evangelism is bought through every smile at every interaction.”
Cassidy Mason, Founder of Cassidy Mason Consulting, emphasised: “A good customer experience is not a ‘nice to have’; it’s a requirement for success.
“Every department and person has their role to play, not just those who are customer facing. It’s vital that businesses take the time to understand what matters to their customers, how they meet those expectations and that everybody in the business understands why they are so integral to that happening.”
Claire Boscq (pictured), Founder of the Jersey Customer Experience Alliance (JCX) Alliance, concluded the evening by reflecting on the event’s success: “There was such a buzz of positivity on the night, and pledges have already started to arrive. It is truly by all of us making a commitment to service excellence that we will improve our island’s economy and make Jersey a better place to live, work and visit.”
