Unless you've been to Japan, it's a bit difficult to appreciate how unique and extraordinary the hospitality and service culture is.
It is unmatched for polish, attentiveness, attention to detail, politeness and empathy.

A question you often hear...

"Are these extraordinary levels of guest hospitality and customer service something only Japanese can deliver?"

The answer is obviously not, because you find wonderful hospitality and service all over the world, in all kinds of settings, and it is always a distinct pleasure to be in the receiving end!

But one quality that sets Japanese culture apart is their ability to deliver and sustain this service philosophy across all price points and all sectors.


Delivering it with obvious pride and high levels of self-esteem.

Omotenashi is not a vague, idealistic "concept",
nor a nostalgic memory of "traditional hospitality" from a bygone era.

It's a living service culture that is very much commercially alive and delights the most demanding guests in the world, every day.

But it takes more to leave a great impression than a single act of attentive, anticipatory hospitality.
reat "Customer eXperience" comes from more than one moment of brilliant customer service.

It comes from a deep philosophy, the right attitudes, lots of focused thought and a suite  of well-practiced service and hospitality skills that anybody with a professional role in the world of customer service ought to learn about.

People with the Omotenashi Spirit "take pleasure" in serving and treat their service environment and service rituals with as much reverence as they treat the guest or customer.

They do it with a quiet pleasure that is often referred to as おもてなし の 心
Omotenashi No Kokoro.

"Kokoro" means heart and the meaning is "Omotenashi from the Heart"

Understanding this approach to hospitality and service will help make your professional service career experience more enjoyable, consistent and sustainable.

Welcome to the Omotenashi Customer eXperience! 


Omotenashi Definitions

If you are in a guest/customer-facing role in Hospitality or Retail, get up to speed on the extraordinary Omotenashi culture! Learn more Here

Omotenashi Experience

The original meaning of the Omotenashi philosophy now refers to everything that feels good for a customer or guest. Learn here

Omotenashi Olympics

Come the Tokyo Olympics, Japan will be telling the world about its extraordinary hospitality & service culture  Find out first

Digital Omotenashi

The customer-centric ideas behind Digital Omotenashi are now a key idea behind anticipatory UX design Learn more here

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