Japan’s “rainy season” doesn’t disappoint. A constant drizzle characterized our last day of outings over the Tokyo landscape.

Much of the morning was spent at the Ginza Apple store where we had a memorable customer service experience. As those who know me well will attest, I am an Apple fan. Japan also defines customer service at a level not generally experienced elsewhere in the world. So I approached our coming encounter at the Apple store with high expectations. But even I was taken aback by the extraordinary positive experience.

First, I did make a purchase …. but not for me ;-(.

Keiko and I purchased an iPad2 for her parents to thank them for the generous hospitality and care we have received on our many visits to Japan. Without question, her mother will almost exclusively use the device. We made the decision after seeing how mush she enjoyed using my iPad during the visit. Clearly, older Japanese (as American) consumers are a primary target for the device. (As I write this, Keiko and her Mom are taking the iPad on a test drive and using Skype for face-to-face conversations. I suspect it will bring great joy to them both when we return home.)

Now back to customer service point. Since Keiko would need to explain everything to her Mom in Japanese and she does not have an iPad of her own, we asked if someone could give her some assistance. We were escorted upstairs and over two hours later she had been helped in getting the device activated and set up, learned how to use every standard application and feature (and a few from the App Store) as well as a host of useful techniques. In observing the other Apple reps and customers in the room, I realized we were not getting “special” treatment. Whatever the product, each customer was offered an unbelievable amount of time and assistance.

I often tell my marketing and international business students about customer service in Japan. The customer is not the “king”, they are a “god”. The Apple encounter, while extraordinary in some respects, is replicated, with very rare exception, in almost every consumer experience.

A powerful marketing story.

The rest of the story? I am planning to get Keiko an iPad2 for her coming birthday!

Relaxing in Tokyo can be tiring. We have walked countless miles as we connect with many old and new friends, trek to a favorite eating spot, hunt for gifts and pickup personal items we cherish from Japan.

Yesterday we visited with someone I had not seen in 8 years ….. and it seemed like only yesterday. Mark Uno had served as President of Avaya-Japan when I secured the company’s FIFA World Cup sponsorship for Japan-Korea in 2002. We developed a strong professional and personal relationship. It was good to see him after so many years.

Next year marks the 10 year anniversary of that landmark event and I am hoping we can arrange a Tokyo reunion gathering. I’d really be excited to see that team together again.

Another great dining experience as well. Keiko found a small “yakitori” bar where we met with Sachiko to thank her for her help on the MBA trip. The selection of grilled meats and veggies plus a bottle of wine was fabulous (the pork, brussel sprouts and white asparagus were my favorites). BTW, Groupon in Tokyo works great.

Today we toured Tokyo and then visited with friends at Itochu. The photo with this post is the future leadership of this powerful Japanese trading company. The young professionals pictured here represent the firm’s global business in electronics, food (fish and meats) and chemicals as well as the corporate finance and IT functions.

We ended our day at a family-style sushi restaurant with Keiko’s parents.

The other day I mentioned that the Lake Town mall was a very pet-friendly environment. The Japanese love their dogs.

Keiko and returned to Lake Town to purchase a suit case (did I mention we were shopping?) and took some photos of the pet spa and dog run. The sunglasses …. for your dog, of course!

We miss our Taro.

Keiko and I decided that today would be a day of rest and no touring activity. We awoke late and spent time doing a budget and expense reconciliation of the MBA Japan trip, answering e-mails and catching up on reading.

I ventured out on a Japanese grocery shopping trip selecting items for a romantic Japanese steak dinner :-). Keiko was proud that I didn’t get lost. Her parents are working late today and we plan on preparing a meal for them on their return later this evening.

Tomorrow we are off to Tokyo to see some more old friends and have a thank you dinner with Sachiko. Drinks in the afternoon with Mark Uno, the former President of Avaya-Japan will be a special date. We have not seen each other in many years and I appreciate that our good friend Junko is bringing us together again.

heading our way; a rainy and windy day. Perfect for the planned day of shopping and the spa.

After a very un-Japanese breakfast (bagels, smoked salmon, etc), we visited both a discount outlet mall and then the largest indoor mall in Japan., AEON Lake Town Center.

Aeon is billed as Japan’s biggest “eco shopping center.” At 220,000 square meters (and with five times the number of shops as the Tokyo Dome) it is certainly is large, but attempting to minimize its footprint through a concept labeled “Hito to Shizen ni Kokochi Ii”, a term that roughly translates as “people and nature feeling good together”.

The Center features landscaped lawns and numerous planters, but also uses solar panels and a hybrid gas eco system (the first of its kind in Japan). The combined efforts of these various eco-friendly systems results in an estimated 20% reduction in carbon emissions.

Two points of interest I have not seen or heard of at US malls:

• Lake Town also features Japan’s first consumer-ready charging station for electric vehicles. 30 minutes charging (presumably while they’re shopping) is good for 120 kilometers (75 miles) on an 80% charge.
• A very pet-friendly environment complete with an elaborate dog spa and a dog run for visiting customers.