Here in the west, MBA equipped “customer experience” consultants evangelise in impenetrable buzzword jargon about about the importance of “positive endpoints” in the “customer Journey” – (Translation – about how the “goodbye at the end” represents the best opportunity to connect with your customer.) All as if this is some kind of ground-breaking rocket-science insight.
Meanwhile, in Japan, they do this routinely as a natural part of their extraordinary “Omotenashi” customer service culture. With a polite bow and a smile. “When the young sales associate walked me out to the sidewalk to bow and thank me for coming into the store, I knew I wasn’t in Chicago anymore. After all, I hadn’t even bought anything.”
We have so much to learn….while the most effective behaviours in the world’s best-practice customer service culture example are there for all to see. Right in front of our eyes.