US-based brands excel in domestic customer service and are renowned for personalised and empowered interactions. However, replicating this success globally presents challenges. A 2023 McKinsey report highlights the essence of US service, showing that 70% of buying experiences are influenced by the way customers are treated. Empowerment, fuelled by US tipping culture, leads to high satisfaction and loyalty.

Translating this approach abroad faces hurdles. Cultural differences shape service delivery, with a Harvard study noting that cultural factors account for 40% of variations in service preferences.

Asian service styles are highly prescriptive, contrasting with US empowerment. Japan's "Omotenashi" emphasises anticipating needs, unlike US flexible problem-solving. European service blends efficiency and personalisation, varying by country - Germans value punctuality, and Italians prefer a relaxed approach. Middle Eastern service is rooted in hospitality norms, requiring high attentiveness and respect.

US brands must adapt their service strategies to different cultural contexts. Key strategies include developing a global Service Philosophy, cultural training, balancing empowerment with prescriptiveness, and thoughtfully integrating technology. By navigating these cultural nuances, US brands can deliver exceptional global service experiences, driving loyalty and growth.

Read my White Paper: Why US Experience Brands Struggle to Replicate Domestic Success Abroad, and find out:

Keen to hear more? Drop us a message or give us a call.