Comments on: Japan | The customer is always right

By: Jan Chipchase - Future Perfect: Predictability, Margins of Error, Quality of Life « The Bankwatch

Thu, 05 Apr 2007 21:39:23 +0000

[...] service… none. I will debate that with examples with anyone. I wrote about hits before, but Jan’s post here does real justice to the precision that occurs in Japan, and that will [...]

By: Charles H. Green

Charles H. Green — Sat, 02 Dec 2006 22:38:58 +0000

Actually it’s both. I too have experiences in Japan that amaze me as an American, beginning with the bus company’s people bowing to you and thanking you as your bus into Tokyo departs from Narita. What a far cry from JFK!

It’s also true that Japan is obsessed with the concept of perfection–it shows up with the need to get this “just” right–read about the founder of Toyota.

But where I completely agree with you is the foundation of this. It is not, repeat not, about the seller. Or the competitor. It is all about the customer.

And while there are many aspects of Japanese culture that we may not like, or that are dysfunctional, this one they have right. Whether it’s service or technology, it is done with the Other in mind.

By contrast, we still teach in our business schools the concept of sustainable competitive advantage as the key strategic driver. Hello! That’s pure selfishness! Right there at the heart of the business mission. Quite a contrast to the Japanese focus on the customer.

They focus on commerce, we focus on competition. In an increasingly connected world, they’re the ones who’ve got it right, methinks.

By: Web Strategy by Jeremiah » Web Theory: Japanese Culture and Community Marketing

Sat, 02 Dec 2006 12:05:57 +0000

[...] Colin who writes Bankwatch blog, (focuses on banking and the web lifestyle) draws upon his observations that Japanese culture is misrepresented by Westerners as being technology focused, but in reality, they are focused on customers. He suggests that: “We all assume Japan is a technology culture. Wrong. Its a customer service culture. Advanced technology is merely a by-product of the true culture, and the high expectations that a customer service culture produces. Its not about companies listening to customers; it has to be employees who are listening. Very cluetrain – ish.“ [...]

By: Jackson Boyle

Jackson Boyle — Sat, 02 Dec 2006 07:48:37 +0000

Yup, it is. Should have been more clearer on that…

By: Colin

Colin — Sat, 02 Dec 2006 02:11:19 +0000

Thanks Jackson
… from the IP with your comment, I take it that “here ” is Japan … thanks for the comment.

By: Jackson Boyle

Jackson Boyle — Sat, 02 Dec 2006 01:22:00 +0000

You know, after a week in Paris, I could hardly wait to get back here and meet people who actually understand that the customer is paying for a service that it’s their duty to provide. Although I must admit that I wasn’t looking forward to being talked to by inanimate objects like cash machines and ambulances. That’s just weird.