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
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Harley Manning , Flora Zhang , Bill Nagel


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.