How a small taxi service company operating in a city in a mountainous area advanced customer satisfaction

By Tsunehisa Utsunomiya
Published 24th November 2012

Summary

As a local taxi service, Chuo Taxi in Nagano, a city in Japan surrounded by mountains, fills 90% of its seats by reservation and receives a continuous stream of thank-you letters from customers.

The secret of the company's reliable customer service, which makes everyone happy, is based on two principles: "customer-oriented" and "customer first, profit later.”

The founder of the company talks about the secrets of the organizational and human development of Chuo Taxi, which has achieved true customer-first service by instilling these principles through what they call “10,000 repetitions.”

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