I've been a web developer, product owner, and IT staff manager for over 20 years, since the days of HTML 1.0. Highlights of my career include:● Director of a team of 16 web developers, designers, and project managers at the University of Pennsylvania School of Medicine● Senior Engineer at ElectNext, a 7 person start-up● Lead Engineer of the R&D team for the Ask Jeeves Shopping Advisor● Lead Developer for the New England Journal of Medicine website at Stanford University's HighWire Press● Passionate advocate for Agile and Lean practices: I've given over a dozen conference and meetup presentations in recent years, including Philadelphia's Emerging Technologies for the Enterprise Conference, the Wharton Web Conference, Villanova University's Computer Science Colloquia series, and WordCamps in Philadelphia, New York, and Nashville.I have an MA in Government from Georgetown University, where I was ABD in the PhD program. I had a strong focus on statistical methods, conducting original research on American voting behavior and the US Congress.View the profile
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RailsConf 2019 - Applying Omotenashi (Japanese customer service) to your work by Michael Toppa
“There is customer service, and then there is Japanese customer service.” - Tadashi Yanai, CEO, Uniqlo
Americans visiting Japan are often dazzled by the quality of customer service they experience, but usually mistakenly perceive it as a well-executed form of customer service as they understand it from Western culture. The American notion of “the customer is always right,” does not apply in Japan, yet customer dissatisfaction is much less common. We’ll explore why this is, with some entertaining real-life examples, and discover lessons from it that we can apply to our work in the software industry.
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