Internationalisation Series: Japan’s Retail Edge - The Omotenashi Advantage
About This Course
Japan’s cultural fabric is woven with values such as omotenashi, the spirit of selfless hospitality, where every interaction is an opportunity to anticipate and exceed customer expectations. This philosophy influences how businesses operate, fostering a service environment that prioritises empathy, meticulousness, and a profound understanding of customer needs. Through this immersive experience, participants will explore how these cultural principles translate into innovative service practices that set Japan apart on the global stage. This programme is tailored for senior leaders seeking to deepen their understanding of service excellence through the lens of Japanese culture, which emphasises respect, attention to detail, and a deep-seated commitment to customer satisfaction. Participants will return equipped with a comprehensive understanding of Japan’s customer-centric approach to service excellence, ready to implement these insights within their organisations.
What You'll Learn
• Gain insights into the principles, processes, and tools of customer-centric service excellence
• Appreciate the Japanese cultural practices reflecting on values such as "omotenashi", and its impact on service innovation and excellence in Japan
• Experience Japan's leading companies firsthand—both as a customer and through dialogues with management representatives—to uncover and highlight best practices in customer-centric service
• Understand how technology, including artificial intelligence, plays a pivotal role in gathering customer intelligence to enhance service design and delivery
• Cultivate skills for gathering and analysing customer insights to identify needs and pain points, enabling proactive service design that fosters excellence
Entry Requirements
NIL