Japanese Service Wisdom
Daniel Orenes FerrandezAI promised efficiency. But something got lost along the way. I explore what Japanese service culture teaches us about bringing the human back, through 11+ years living and working in Japan.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 29 | Founded | a year ago | Last Issue | 9 days ago |
| Active | |||||
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danielferrandez.substack.comLatest Issues
Pay Peanuts, Get Monkeys: Singapore's Theory of Service
I was in Singapore last week, working and on the way to the wedding of one of my best friends in Malaysia.
Eleven years in Japan means I can’t land anywhere new without immediately reading the service culture. Singapore made me think harde...
If Japan Has the World’s Best Service - Why Are Its Customer Scores the Lowest?
Japan is famous for having the best customer service in the world. So why does it score -52 on the global NPS ranking, the lowest of any country studied? I've spent 12 years leading CX in Tokyo, and the answer changed how I think about ever...
Speed Is Easy. Care Is the Hard Part.
Hello, if this is your first time here, I’m Daniel, and I’ve spent 12 years living and working in Japan, leading Customer Experience and Conversational AI for some of Japan’s biggest companies. I write about what gets lost when technology m...
Japan Has Been Delivering With Care for 400 Years. Everyone Else Is Still Catching Up
I have been working at Uber for 6 months, but Japan has been delivering food for more than 400 years.
That sentence says a lot about what I want to explore in this article.
Thanks for reading CX Japan - Beyond Omotenashi! Subscribe for fr...
What Got You the Room in London Won't Keep It in Tokyo
I have spent almost 12 years working in the Japanese market, 10 of them inside Japanese corporations. That time has shaped how I think about leadership more than anything else in my career. One topic I particularly like to research is execu...
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| Subscribers | Engagement | 68 | Monthly Web Visits | ||
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Authors
The writers behind this newsletter.
CX leader at Uber Japan. 10+ years applying omotenashi, AI, and Gemba thinking to real problems. I write about what the AI age is missing, and what Japanese service culture can teach us.
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