Colten Nahrebeski
Sep 22, 2016

Can Japan’s renowned customer service be recreated online?

Can brands find a happy medium between the traditional idea of 'omotenashi' and the quick, efficient shopping a younger generation demands?

Colten Nahrebeski

Retail in Japan is steeped in ritual. The Japanese notion of omotenashi, or hospitality, is imbued in every step of the sales process, where customers are treasured guests. From the smallest rural shops to the major department stores of downtown Tokyo, the same call of “irasshaimase” welcome echoes out across the floor the moment a customer enters, and is followed by gracious service and a sense of gratitude for the customer’s presence. Compared to...

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