Trends Report

Brief: What The World Can Learn from Japan's Exquisite Service Culture

Anticipation And Empathy Play A Central Role In Customer Service

March 29th, 2016
RH
Ryan Hart
With contributors:
Frederic Giron , Harley Manning , Flora Zhang , Bill Nagel

Summary

In Japan's exquisite and impressive service culture, the host bestows a selfless sense of respect and gratitude upon every customer. But from the perspective of customer experience (CX) management maturity, Japanese companies have a haphazard or hero-dependent approach to the prioritization, design, and measurement of core experiences. What explains the consistent, high-quality customer service? This report examines Japan's world-class "omotenashi" service culture and what CX pros around the world can learn from it to improve their own CX and customer service.

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