Customer experience lessons from Japan
Lior Arussy discusses the disparity between the Japanese and Western customer experiences - and highlights the four things we can learn from Japan.
1. Waiting is good
2. Small is big
3. Contradictions are harmonised
4. Old is valuable
Lior Arussy is the founder and president of Strativity Group, a global customer experience research and consulting firm specialising in design, innovation and deployment of differentiating, profitable customer experiences. His books include Excellence Every Day: Make the Daily Choice and Passionate & Profitable: Why Customer Strategies Fail and 10 Steps To Do Them Right!
His latest book - Customer Experience Strategy: The Complete Guide From Innovation To Execution - will be released shortly.