Japan’s culture is marked by an exciting duality: tradition and heritage, on the one hand, and a penchant for modernism and novelty, on the other. Despite its modern leanings, Japan is a collectivist society in which tradition and ceremony are still highly esteemed. This is a fact that most travelers readily associate with Japan. As such, the tradition of outstanding customer service in Japan is synonymous with the concept of Omotenashi.

This report discusses Omotenashi's role in today's tech-driven, fast-paced retail environment and its potential to become a competitive advantage based on its impeccable, anticipatory service and ability to exceed expectations in sales interactions.