Building Customer Loyalty Through CRM and Serving Affluent Customers and Foreign Visitors to Japan

「９月度の免税売上高は、大丸松坂屋百貨店合計で、対前年17.8％増（除く梅田店同22.7％増）」

「To further strengthen the affluent-customer business, we worked to enhance the experiential value of external-sales events, while the number of registered users of the app Gold membership service launched this fiscal year grew steadily. In addition, to support stable growth in tax-free sales, we conducted campaigns in partnership with overseas payment companies and strengthened inbound CRM, with both initiatives progressing steadily.」

「In the department store business, we will strengthen communication with overseas customers and our ability to make proposals, primarily for tourists visiting Japan from Asia, including through further expansion of customer membership and initiatives to encourage repeat visits.」

「In the department store business, we newly established a communications platform for inbound visitors and worked to facilitate reciprocal customer referrals through partnerships with domestic and overseas companies.」

「To strengthen our offering for overseas customer segments, we worked to enroll customers living overseas as app members and strengthen partnerships with overseas companies. In addition, we entered into a comprehensive business partnership on customer referrals with a subsidiary of WealthPark株式会社, an investee of our CVC (corporate venture capital) fund that operates a global platform for alternative investments, including real estate, art and wine.」

「Luxury goods and watches, which were strengthened and renovated mainly at our core stores under the previous medium-term management plan, continued to perform well. The affluent market remained firm, with the event for external-sales customers held in May setting a record high in sales.」

「Under the Prime Life Strategy, we worked to expand the external-sales customer base in the department store business, further strengthen product categories with strong customer support, and develop new products and services.」

「We also introduced a special lounge at Matsuzakaya Nagoya for our highest-tier customers as part of efforts to strengthen our offering for the affluent market.」

「In addition, to build strong customer relationships, we promoted the digitalization of customer touchpoints through the Daimaru Matsuzakaya app and expanded the quality of our store environments and services, including the introduction at Daimaru Umeda of a members-only lounge, Till the Lounge, for the app’s highest-tier members.」

「Against this backdrop, based on our priority strategies, we are promoting the digitalization of customer touchpoints through the Daimaru Matsuzakaya app to stay connected with customers 24 hours a day and build strong customer relationships through media communications. Specifically, we are analyzing online customer data, including browsing logs, to develop a deeper understanding of our customers.」

「Against this backdrop, to further improve customer convenience, we introduced a payment service function in the Daimaru Matsuzakaya app and enabled the use of domestic cashless payment apps. We also launched an online customer-service offering for luxury brands on connaissligne, the premium website for members of the customer card program.」

「We introduced an in-app payment service in the Daimaru Matsuzakaya app to further improve customer convenience.」

「As income polarization accelerates, we continue to review the scale of our offerings of products and services in the volume price range, where the market, particularly for fashion, is contracting markedly. Meanwhile, across each business, we are expanding products and services for the growing affluent customer market.」

「At 大丸心斎橋店, we are working with PARCO to improve the convenience and satisfaction of customers using shopping and other services, including by strengthening customer circulation through a reciprocal points service with 心斎橋パルコ, which opened on 20 November.」

「As part of efforts to expand our customer base, we expanded the Daimaru Matsuzakaya app to 13 stores nationwide at the end of May to further strengthen relationships with customers, based on the perspectives of providing new customer experiences and upgrading sales initiatives.」

「As part of efforts to expand our customer base, we piloted a mobile app at 大丸東京店 and advanced the groundwork for a new customer strategy to strengthen relationships with customers, with the aim of expanding ID-registered customers. We also continued developing new accounts to address the expanding affluent customer market and promoted the development and implementation of an ICT-based operational support system to build a new private-sales business model.」

「The recovery in inbound demand was supported by campaigns timed to coincide with China’s National Day holiday in cooperation with major Chinese mobile payment providers, as well as the expansion of the cosmetics sales floor in the south building of 大丸心斎橋店. By region, the number of international visitors to Nagoya and Kyoto increased, driving sales growth at 松坂屋名古屋店 and 大丸京都店.」

「Cosmetics and high-value goods performed well, particularly among visitors to Japan, and duty-free sales were positive for 21 consecutive months through August. Consumption by affluent customers also remained firm, centered on luxury brands, art, jewelry and precious metals.」

「Cosmetics and high-value goods performed well, particularly among visitors to Japan, and duty-free sales were positive for 18 consecutive months through May. Consumption by affluent customers also remained firm, centered on art, kimono and jewelry.」

「In our private-sales business, we continued developing new accounts to address expanding affluent consumption and worked on developing and proposing new products and services. In the inbound market, we expanded sales floors offering mobile payments and worked to strengthen in-store sales services as part of efforts to improve our response to international visitors to Japan.」

「In the inbound market, we expanded the sales floors eligible for mobile payments at 心斎橋店 and strengthened campaigns for China’s National Day holiday, among other measures, and duty-free sales have continued to increase.」

「In the inbound market, we are strengthening efforts to attract visitors to our stores by disseminating information to Chinese customers through video distribution on social media and other channels.」

「In the inbound market, we strengthened efforts to attract visitors to our stores by disseminating information to Chinese customers through video distribution on social media and other channels.」

「In our private-sales business, we continued developing new accounts and worked on developing and proposing products suited to the affluent customer market. In the inbound market, to improve convenience for repeat customers such as affluent international visitors to Japan, we newly issued the Daimaru Matsuzakaya Exclusive Card and introduced China’s mobile payment services QQ Wallet and Alipay in response to the diversification of payment methods.」

「In the inbound market, to secure sustainable and stable sales, we have been working with local travel agencies since June to implement “Daishokyaku Festival,” a campaign to increase visitor traffic to our stores. In developing new private-sales accounts as a growth strategy, we are also working to further expand the affluent customer market through corporate tie-ups and by strengthening efforts in the Asahikawa area following the closure of Asahikawa Seibu.」

「We continued to pursue the development of new private-sales accounts using new methods as a growth strategy for our private-sales business during the fiscal year. We will continue enhancing our products and services to expand the affluent customer market.」

「As part of our initiatives targeting the inbound market, we issued the Daimaru Matsuzakaya Exclusive Card for affluent international visitors to Japan in March and introduced China’s mobile payment service QQ Wallet in April.」