This episode I chat with Timothy Connor, a successful, long-term Japan resident. His absence of imbibing proves that drinking beers is NOT required of any guest on Business & Beers. Nonetheless, we discuss in-depth, retail in Japan and how his business Synnovate, specifically his new concept "Responsive" is helping companies adopt a more customer-centric focus through improved customer experience. Timothy believes the future of retail is the customer as the point of sale. It's more than just a discussion about buzz-words, please join in on this innovative customer approach conversation at Shibuya's TGI Friday's. Some highlights include:
- Explains the concept behind "The Customer as a Point of Sale"
- What makes the Japanese consumer "unique"
- "Don't game the system, work the system"
- Explains his new customer-centric service "Responsive"
- Why cooking demos don't work at factory outlet shops
- His definition of Omotenashi - "Invisible Service"
- Debate the effectiveness of retail Net Promoter Score
- What is the customer experience "Secret sauce"
- Andrew introduces some of Zwilling Japan's new customer-centric initiatives
- How "Image" rather than potential profits got the old Tokyo Classifieds (now Metropolis magazine) into the Tokyo subway kiosks
This episode is sponsored by the gugu sleep company http://gugu.jp
Timothy Connor: https://www.linkedin.com/in/timothyconnor/