Rigorous Sales Processes and Renewed CRM Enhancement

「While continuing to establish operating rules for high-touch, low-touch and tech-touch services, we will seek to maximize customer satisfaction and LTV by promoting repeat visits through tech-touch services and improving services such as our points program, in addition to our existing customer management.」

「In the EC business, the introduction of the "Staff DX" tool supporting the OMO strategy, through which in-store sales staff wear jewelry themselves and post about it on the company's online site, drove EC sales up 44.0% year on year and also contributed to increased visits to physical stores through the resulting synergies.」

「These results reflect the success of the education and training programs on which we have focused, and also reaffirm the superiority of our consultative capabilities.」

「We introduced the CRM system "festaria Members Club," which supports the OMO (Online Merges with Offline) strategy, at stores nationwide and promoted member registration. We also introduced a "Staff DX" tool that allows sales staff to wear jewelry themselves and post about it on the online site, and began initiatives to expand EC sales and turn customers into fans by improving the customer experience.」

「We implemented the CRM (Customer Relationship Management) system "festaria Members Club," which supports the OMO (Online Merges with Offline) strategy, and proceeded with preparations for rolling it out to all stores following its initial introduction to the online shop.」

「In addition to first introducing the CRM (Customer Relationship Management) system "festaria Members Club," which supports the OMO (Online Merges with Offline) strategy, to the online shop, we also introduced it first at trial stores in order to establish operating procedures to promote member registration at stores nationwide.」

「In addition to our existing customer management, we will roll out the new CRM system across all stores to obtain a broader range of customer information and promote repeat visits through tech-touch services.」

「As part of its DX initiatives and made-to-order measures, the company implemented a 3D digital customization system for jewelry. It also introduced the CRM system “festaria Members Club,” which supports its OMO (Online Merges with Offline) strategy, first in its online shop to improve customer service.」

「As part of its DX initiatives, the company introduced a digital customization service for jewelry and worked to build a CRM system supporting its OMO (Online Merges with Offline) measures, enabling centralized management of customers across channels including physical stores, e-commerce and its official app.」

「To establish a competitive advantage through DX, the company introduced a digital customization service for jewelry. It also worked to build a CRM system supporting its OMO (Online Merges with Offline) measures, integrating customer databases across channels, including physical stores, e-commerce and its official app, to enable centralized management.」

「Following our first participation in the fifth and sixth competitions, achieving the feat of winning 3 consecutive championships at the top of a field of approximately 30,000 participants reaffirmed the superiority of our strength in consultative customer service.」

「To raise sales at both our e-commerce and physical stores, we launched Instagram Live broadcasts featuring store staff as ambassadors and focused the content on building a fan base rather than merely introducing new products.」

「Including efforts to develop a marketing strategy and rebuild CRM to expand LTV (lifetime customer value)」

「Specifically, the company is improving the convenience of its website and official app, introducing digital customer services for jewelry, strengthening social media promotion and online customer service, centralizing customer data through CRM rebuilding, analyzing customer trends, and developing store environments suited to the new normal. Through these initiatives, it aims to provide customers with a more valuable purchasing experience and further strengthen customer relationships.」

「Key initiatives included streamlining stores and head-office operations, strengthening product capabilities, reviewing the production system, improving operational efficiency through standardization, improving promotional efficiency, strengthening CRM, and rigorously implementing low-cost operations.」

「Enhancing customer data management through more advanced CRM, and strengthening social media outreach and online customer service by store personnel」

「We invested in digital initiatives to optimize our omnichannel operations and strengthen bridal appointment bookings, including the launch of our proprietary app and a review of our CRM system.」

「Meanwhile, to secure stable sales in regular months, we conduct sales staff training as needed to strengthen our sales capabilities.」

「Meanwhile, to secure stable sales in regular months, we conduct sales staff training as needed to strengthen our sales capabilities.」

「Meanwhile, to secure stable sales in regular months, we conduct sales staff training as needed to strengthen our sales capabilities.」

「We worked to establish a store network that supports our growth strategy by rigorously implementing our core sales process and further strengthening CRM.」