Little differences.


The "Shinkansen" bullet trains in Japan have reversible seats. Every time a train reaches its final destination, a team of cleaners move in to swivel them around. The result: passengers always face the direction of travel. I know this because I watched them do it a couple of weeks ago, while waiting to board on my way to Kyoto.


These are the kind of small but important differences we all notice when we visit other countries. They improve the customer experience significantly. But often, they remain local oddities.


I believe businesses of all kinds should always be looking at their competitors abroad for ideas about how to improve their products and services. But I don't know many that do.


What about yours?


Copyright, Hamish Mackenzie 2019

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