How they try to get employees to delight train passengers in Japan

Thanks to Guardian.co.uk I recently heard about the Japanese train company that is scanning its employees to make sure they smile properly.

What an extraordinary story.

Okay, I am a great believer that customer facing employees in any organisation should be delivering experiences that delight shoppers/users/passengers.

However, I don’t think that a smile scanner is the answer.

I think this Japanese company should provide training that guides and inspires their employees to deliver positive experiences every day, in a way that will genuinely WOW its passengers

A start point is look at what other organisations are doing [check out my Brand Experience Culture posting]