IMMEDIATE MEDIA RELEASE
Jersey, 18 February 2025 – The Jersey Customer Experience (JCX) 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.”
A good customer experience is not a ‘nice to have’
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, Founder of the 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.”
The S.M.I.L.E. standards are a set of customer service principles designed to guide both employees and employers in creating exceptional customer experiences. They focus on five key values: Service-Oriented, putting customer happiness first making them feel valued; Mindfulness, showing empathy and care; Integrity, promoting honesty and transparency; Listening, emphasizing the importance of hearing and addressing customer needs; and Excellence, is recognise that Employee Experience is essential for creating a positive and lasting impact on both customers and teams. By aligning actions with these standards, businesses can foster a positive, customer-centric culture that enhances satisfaction and loyalty.
For additional details on the SMILE Standards and to view the Wall of Smiles pledge, please visit
https://jcxalliance.com/SMILE-PLEDGE
https://jcxalliance.com/wall-of-smiles/
About the JCX Alliance: The Jersey Customer Experience (JCX) Alliance is a collaborative movement committed to raising customer experience standards across Jersey. By bringing together businesses, industry leaders, and customer experience advocates, the alliance seeks to drive service excellence, enhance business performance, and contribute to Jersey’s economic growth. More than just improving customer interactions, the JCX Alliance is about creating a culture where exceptional service is the norm, fostering pride, productivity, and a thriving community for both businesses and residents.
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