Recent Posts: Omotenashi-CX

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Why the LEXUS commitment to OMOTENASHI is so consistent. When I began my research into the Japanese service culture they call Omotenashi, it did not take too long to come across LEXUS here in U.K. Lexus, the luxury vehicle division of the Japanese automaker Toyota, stand out in the highly competitive U.K. car sector. It […]

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The Loft Airport Lounge wins again https://www.aviation24.be/airlines/lufthansa-group/brussels-airlines/the-loft-by-brussels-airlines-and-lexus-at-brussels-airport-named-europes-leading-airline-lounge-for-second-consecutive-time/ Every now and then one reads a press release about an organisation that has won a prestigious annual award not once. But twice. That’s when I pay attention to the story. Because to win such an accolade just once can often be due to to any number of […]

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Ho’okipa meets Omotenashi. Gets married! Q.  What do you get when Hawaiian hospitality culture meets Japanese hospitality culture? A.  A rare and potent combination of two powerful ideas! The Kahala Hotel and Resort from Hawaii, has recently established a new sister property in Yokohama, Japan. Wow! it looks great! I’d really like to experience that. […]

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TOKYO 2020 is back on. Officially. It’s official, or at least as official as we might expect, barring some other unforeseen global catastrophe…., the Tokyo 2020 Olympics are definitely on. Come what may. https://www.bbc.co.uk/news/world-asia-54052669 “The postponed Tokyo Olympic Games will go ahead next year “with or without Covid”, the vice-president of the International Olympic Committee […]

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Conde Naste looks forward to the Olympics – now 2021 “Every Olympics is a chance to reveal the best of the host city and its people,” says Condé Nast Traveler travel specialist Amy Tadehara. She works with InsideJapan Tours, which has put together several itineraries for the Tokyo Olympics. “I am thrilled that the world […]

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It’s the little quiet gestures of kindness that really count It really is the little gestures that make all the difference. This is, in my opinion, the essence of #omotenashi and the #customerexperience that comes from it. Not the big, flamboyant expressions of welcome, nor even experiences such as the unexpected presentation of a birthday […]

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What Omotenashi feels like on the receiving end There are many things one could write about regarding Japan’s style of view on business, such as negotiations, loyal relationships or continuous improvement or ‘kaizen’, but today I want to focus on the politeness that is ubiquitous. It contributes hugely to the Japanese to being world famous […]

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Omotenashi culture PODCAST  About a month ago I had the great pleasure of recording a podcast about #OMOTENASHI with a real expert on Japanese culture, my new friend and Japan-based LinkedIn connection Andrew Hankinson After a couple of weeks editing, the final result is available for all to hear.  Andrew has an excellent regular podcast […]

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Consistency. The key to CX success. Consistent what?   It’s all about politeness and respectThere are plenty of excellent CX white papers which speak to the importance of “consistency” across a wide range of service dimensions and “customer touchpoints” along the “customer journey”. All very  logical and methodical. (I always wince at the coldly analytical […]

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Japan’s public service example “Japanese soccer fans clean up stadium, showing why they are the nicest in the World Cup…” is the title of this short video. And not for the first time. They do it all the time. So what has the Japanese sports fan habit of treating public spaces as one might treat […]

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