Everywhere I’ve traveled — from the continent to Europe to Asia — I’ve seen something quietly slipping away: the care and empathy that once defined great customer service. Of course, no place is perfect, but good service should be the norm. Yet I’m seeing too many exceptions, even in a country like Japan, long admired for omotenashi – its culture of hospitality and service.
It’s not technology that’s the problem. Innovation is essential, and automation can make life easier for both companies and customers. What’s missing is the human intent behind it — the care, curiosity, and empathy that remind customers they’re valued, not processed.
When that sense of care disappears, no technology can replace it. But when it’s present, it becomes the single most powerful differentiator a company can have. In an era where products can be copied, prices undercut, and marketing messages mimicked, genuine care is the one thing competitors can’t replicate.
Here’s how companies can turn empathy and service into a true competitive advantage:
Lead With Care. Customer service starts long before the first sale. It begins with leadership — in how we train, recognize, and empower teams to treat customers with respect and curiosity, not as transactions to manage.
Use Technology Thoughtfully. Digital tools should make it easier to serve, not harder to connect. When used intentionally, technology amplifies empathy — freeing people to do what humans do best: listen, understand, and solve.
Empower Teams to Act With Heart. Policies should guide decisions, not block them. Empower your frontline staff to resolve issues with discretion and compassion. The fastest way to lose a customer is to make them feel unheard.
Build Consistency Across Every Touchpoint. Every email, call, and in-person interaction should sound like it comes from the same voice — one that reflects your values and your care. Consistency builds trust, and trust builds loyalty.
Make Listening a Daily Discipline. Don’t just collect data; collect stories. Ask customers how they feel, not just what they think. Those insights will guide innovation better than any analytics dashboard alone.
Celebrate Care. Recognize moments when your team goes above and beyond — not just in performance, but in compassion. When care is rewarded, it becomes part of your culture.
Customer service isn’t a department; it’s a reflection of who you are as a company. And in a world where many are pulling back, cutting corners, or forgetting the human element, care itself becomes a competitive advantage.
At Olomana Loomis, when we develop marketing strategies, we focus on generating leads and building visibility that authentically reflects your brand. But true success happens when those brand promises are fulfilled from the very first interaction with your company. The relationship continues long after the sale — in how each customer is served, valued, and stewarded into a lifelong partnership.
Marketing attracts attention; customer service earns loyalty. In a crowded market, that loyalty is your best defense against competitors who finally realize they should have cared sooner.
Alan Tang is the chairman, CEO and president of Olomana Loomis ISC, an award-winning integrated business consulting, brand and marketing firm based in Honolulu, Hawai‘i.
For more information, contact: alan@olomanaloomisisc.com