Kyoto Bike Shop Omotenashi
Little did my host know that I love cycling and that I would go on to ride this “mama chari” ladies step-thru […]
Category: Japan
Kyoto Boutique Hotel
Today I have been invited to meet Keren Miers, the General Manager of the Noku Hotel, Kyoto. He is a seasoned international […]
To smile or not to smile?
This article is interesting because, unlike a lot of customer service “research”, it’s […]
Positive Endpoints
“Positive Endpoints” Here in the west, MBA equipped “customer experience” consultants evangelise in impenetrable buzzword jargon about about the importance of “positive […]
Lexus Customer Experience
Lexus embody the whole Omotenashi Customer Experience ethos Omotenashi, a word originally used to describe the Japanese ethos of extraordinary hospitality and […]
Technology to the rescue!
Technology to the rescue! Japan is going to be hosting the 2019 Rugby World Cup and the 2020 Tokyo Olympics and the […]
Train Leaves Early
I just love this story. On several levels. Firstly, there’s the element of UK-centric incredulity. Here, in a service culture that routinely abuses […]
The art of delivering exceptional customer service
The art of delivering exceptional customer experiences is something every culture can excel at in their own ways. If you understand the […]
How to say “No” !
Customer Service – How to say “No” ! There’s an in interesting account by Jan Carlzon ex-airline CEO and writer of a […]
Digital Omotenashi
Digital Omotenashi The highly successful behavioural psychology ‘technology’ behind the Japanese ‘Omotenashi‘ Customer Service culture is just as applicable to the online […]