Mar 08 2020 45 mins 4
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/
