Lexus embody the whole Omotenashi Customer Experience ethos

Omotenashi, a word originally used to describe the Japanese ethos of extraordinary hospitality and customer service has more recently come to be used to describe excellence in “customer experience”.

The messaging is that if you care enough about your customers you will design your products and services to demonstrate that mindset. Everything about the brand should demonstrate it is “customer centric” in  every way. In this way you also communicate that your future relationship with the brand will be a pleasant experience.

That it wasn’t merely a transaction for them.

LEXUS – OMOTENASHI ETHOS

One of the best examples of this use of Omotenashi  is the Japanese automotive brand LEXUS. They’ve built their messaging around Omotenashi and what they believe it really means to them, their brand and their relationships with their customers. Lexus have obviously thought deeply about the attitudes and philosophy behind Omotenashi and come to the conclusion that it applies to every part of the customer journey.

From the form and function ideas behind the vehicle’s original CAD drawings through to the technical and customer service training their dealership employees are given. It’s Omotenashi from start to finish.

Why is service still so bad in the UK?

This article is a few years old. But nothing much has changed in the meantime.

http://www.bbc.co.uk/news/magazine-12123463

 

Michel Roux, one of my favourite Michelin star award-winning chefs has put his finger on some of the answers as to why.

_50761008_michel2

 

 

 

 

 

I broadly agree with his professional and expert observations but think our cross-cultural programmes have some of the answers to address the underlying causes.