Customer Experience (CX) and User Experience (UX) attract the interests of businesspeople in Japan. Google “Customer Experience” in Katakana, and you get 50 million search results. User Experience – over 4 million. We also notice that many companies are conducting customer research for their products and services. We recognize that companies are trying to enrich their customers’ experiences.
Queuing is a part of Japanese habits. In rush hours, people stand in line to wait for trains to get on. At amusement parks such as Disneyland, people wait for one or two hours to get into popular attractions. Likewise, people are queuing up in front of restaurants or food shops to get in. Queues mean sales growth. My recent experience tells how the first customer attracts more people quickly in Japan.
Women love to shop. And the women’s love for shopping does not fade by age. One Thursday at 9:30 a.m., I passed by a supermarket and saw five to six women making a line in front of the supermarket. They were all around aged the late 60s to 80s wearing walking shoes. Some people held their shopping carts, and others held mobility aids. “Why do they come early even to wait for opening the supermarket? ” I wondered.
Interviewing senior people makes us well prepared. When I conducted a one-on-one interview with a woman aged around 65, I had to be in the interview room much ahead of time. Then, I prepared my mind for good listening and good observation. “Your respondent is here. Are you ready?” A receptionist told me 10 minutes before the appointment time.
A couple of days ago, I took a train in the suburb area of Tokyo. It was just before lunchtime, the autumn sun shone sharply through the windows, and all was a little chilly. There was plenty of space and free from the rush-hour crush of workers and students.