Expanding customer touchpoints through small and mid-sized stores, the web and overseas markets

「In March 2025, we introduced the MITSUKOSHI ISETAN JAPAN app for overseas individual customers and the annual-fee-free MI Card Basic, strengthening initiatives to identify individual customers.」

「In March 2025, we introduced the MITSUKOSHI ISETAN JAPAN app for overseas individual customers and the annual-fee-free MI Card Basic, strengthening initiatives to identify individual customers.」

「At regional department stores, as part of the network-of-locations initiative responding to the needs of customers nationwide seeking high-sensitivity, high-quality consumption, sales of products ordered from Isetan Shinjuku Main Store and Mitsukoshi Nihombashi Main Store increased substantially.」

「At domestic department stores, we pursued initiatives to give concrete form to individual customer needs, including identifying customers through growth in members of the MI Card and Mitsukoshi Isetan app, and introducing products from Isetan Shinjuku Main Store and Mitsukoshi Nihombashi Main Store at regional department stores.」

「In particular, monthly total sales at Isetan Shinjuku Main Store had exceeded the corresponding monthly results for fiscal 2018, before the COVID-19 pandemic, for 18 consecutive months since April 2022, and reached a new record high during the cumulative consolidated second-quarter period.」

「As part of our online initiatives, sales through Mitsukoshi Isetan Remote Shopping, which connects group stores nationwide through remote customer service, exceeded both the previous year and plan and performed well. In REV WORLDS, a virtual city-style metaverse, we strengthened collaborative projects with physical department stores and external companies and expanded functions such as avatar accessory fitting. Cumulative downloads grew steadily, substantially exceeding plan.」

「We are also enhancing special shopping experiences for customers of regional department stores, including external sales customers, by using digital tools and the network of locations, with the aim of encouraging visits to Tanseikai and Ippinkai, held in Tokyo once every 6 months.」

「To further expand customer touchpoints and establish a network of locations, Mitsukoshi Tokushima and Mitsukoshi Toyota opened in April. We acquired new customers by capturing gift demand during Golden Week and the summer gift season. Going forward, we aim to further expand the network of locations by using digital salons and other tools.」

「To expand high-sensitivity, high-quality consumption in Japan, we built a network of locations by strengthening coordination among the two flagship stores and branch stores, metropolitan and regional stores, and parent stores and small and medium-sized stores.」

「We continued strengthening our online initiatives by expanding limited-time events, the merchandise selection and the appeal of purchasing through e-commerce, resulting in substantial year-on-year growth in e-commerce sales. The regular food-delivery service ISETAN DOOR also performed well by capturing demand for home cooking as time spent at home increased under the state of emergency.」

「Online demand for gift occasions and summer gift demand from May to June also accelerated, and e-commerce sales grew substantially. We also continued strengthening our e-commerce business, with the food-delivery service ISETAN DOOR, which has continued to grow since last year, performing above plan this year as well.」

「At the Mitsukoshi Isetan e-commerce site, as activity increased due to stay-at-home demand for food and household-related products, we strengthened online proposals for year-end and New Year occasions and working-from-home demand. Online reservations and sales of Christmas cakes, osechi and lucky bags grew. ISETAN DOOR and the meeco cosmetics e-commerce site also grew substantially, resulting in total online sales exceeding ¥30 billion in fiscal 2020.」

「We continue to strengthen our e-commerce business so customers can complete their purchases online. The food-delivery service ISETAN DOOR and the online cosmetics site meeco both performed steadily above plan.」

「We are also strengthening our e-commerce business as part of our online initiatives. The food-delivery service ISETAN DOOR and the online cosmetics site meeco performed above plan.」

「In our e-commerce business, we continued operating in part during the store closures, resumed full operations ahead of the stores and rolled out new initiatives and services. In June, we released a new online site and app and are developing the infrastructure so customers can receive equivalent services online and offline. We also advanced measures for life with and after COVID-19, including the #Minna de Mask charity project, which offered more than 100 types of masks from 40 brands exclusively online.」

「We are developing new online businesses to expand products that cannot be offered in stores alone and diversify purchasing methods. In October 2019, we launched Hi TAILOR, an online custom shirt service; MOO:D MARK by ISETAN, an online gift boutique that allows users to send gifts via social media and email; and Mitsukoshi Isetan Furusato Tax, which brings together products meeting Mitsukoshi Isetan quality standards. In March 2020, we launched DROBE, a service in which stylists provide consultations via chat and regularly deliver clothing.」

「In April 2020, we plan to integrate the multiple, currently ununified Mitsukoshi and Isetan websites and apps, consolidate shopping and store-event information on a single platform across the two banners, and integrate customer touchpoints, thereby preparing to promote a seamless experience.」

「We will improve customer convenience and deliver new value unique to our company by enhancing services that allow customers to move between online and physical stores.」

「We are also focusing on online businesses using digital technology. In February this year, we launched “meeco,” an online store dedicated to cosmetics, and in March we launched the online-only brand “arm in arm.” By expanding the range of products offered, we have worked to improve customer convenience and propose new value. Going forward, we will strengthen these businesses by expanding product categories and diversifying sales methods.」

「In June 2018, we launched the regular home-delivery service ISETAN DOOR. In February 2019, we launched meeco, an online cosmetics store leveraging the strengths of Isetan Shinjuku Main Store, and in March launched Arm in Arm, an online-only brand that develops products and manufactures goods with customers through two-way interaction using social media and other channels.」

「In our e-commerce business, initiatives linked to the 3 flagship stores, an expanded product offering and the introduction of new digital services substantially increased sales from the previous year.」

「In our e-commerce business, we have worked to improve customer convenience by developing initiatives linked to the flagship stores and expanding the products offered. In June, we newly launched the regular home-delivery service ISETAN DOOR to expand customer touchpoints. We also formed a strategic business partnership with JD.com, China’s largest retailer, and in September fully launched on JD.com’s cross-border e-commerce site in China.」

「For small and medium-sized stores, as part of building store models tailored to local customer needs and developing new channels by leveraging our merchandising capabilities, we opened 2 new Isetan Mirror stores, at Mitsui Shopping Park Cocolia?」

「As part of structural reform, we closed 7 small and medium-sized stores, including MI PLAZA. Meanwhile, Isetan Mirror, a curated luxury cosmetics shop, opened 3 new stores at Shin-Marunouchi Building, inside Hiroshima Station at ekie and at Tokyo Midtown Hibiya, bringing the total to 15 stores. The shop inside Hiroshima Station at ekie was the first outside the Tokyo metropolitan area, while the Tokyo Midtown Hibiya store opened with approximately 670 square meters, making it the largest.」

「Isetan Mirror, a curated luxury cosmetics shop, has established a certain level of profitable business model and continues to perform steadily. We will continue expanding the store network through scrap-and-build. In October, we opened stores at Shin-Marunouchi Building and in ekie inside Hiroshima Station, our first location outside the Tokyo metropolitan area. We also plan to open a store at Tokyo Midtown Hibiya, which is scheduled to open in March 2018.」

「However, although MI PLAZA, a curated small-format store, operates 28 stores nationwide, its profitable business model has not yet been established. We therefore decided to review the new store opening plan for the time being and close 5 unprofitable stores. Meanwhile, Isetan Mirror, a curated luxury cosmetics shop, operates 14 stores mainly in the Tokyo metropolitan area and has performed steadily with a certain level of profitable business model established. In September, the Tokyu Plaza Omotesando Harajuku store, which had performed well since opening, was renovated and reopened under a semi-self-service format, evolving into a new model. In October, we opened new stores at Shin-Marunouchi Building and inside Hiroshima Station, bringing the total to 16 stores.」

「For small and medium-sized stores, we expanded openings to increase customer touchpoints by leveraging our group’s strengths in merchandising and channel development. Isetan Mirror, a curated luxury cosmetics shop, operates 14 stores mainly in the Tokyo metropolitan area and has performed steadily with a certain level of profitable business model established. MI PLAZA, a curated small-format store, operates 29 stores nationwide, but has yet to establish a profitable business model. As a general rule, we will freeze new projects and pursue the scrap-and-build of unprofitable stores.」

「The MI PLAZA stores opened in Fukuoka, Tomakomai and Shibata between April and May last year performed well, attracting many customers. At the airport stores, combined sales at the 3 Isetan Haneda Store locations exceeded the previous year, and in October last year Isetan Centrair Store opened at Chubu Centrair International Airport in Nagoya. Isetan Mirror Make & Cosmetics, a curated luxury cosmetics shop, opened at Atre Ebisu in April last year and at Lumine Ogikubo in September, bringing the total to 14 stores.」

「For small and medium-sized stores, we are opening new locations to expand customer touchpoints by leveraging our group’s strengths in merchandising and channel development. As part of this effort, Isetan Mirror opened its 14th store, Lumine Ogikubo, in September. Isetan Centrair Store also opened at Chubu Centrair International Airport in October. While carrying forward and further developing the concept of Isetan Haneda Store (Men), which has been well received at Haneda Airport Terminals 1 and 2, we aim to create a more advanced men’s store.」

「For small and medium-sized stores, we are opening new locations to expand customer touchpoints by leveraging our group’s strengths in merchandising and channel development. Isetan Mirror, a curated luxury cosmetics shop, operates 13 stores mainly in the Tokyo metropolitan area, while MI PLAZA, a curated small-format store, operates 29 stores nationwide. In addition to the medium-sized select stores in Roppongi and Marunouchi, we opened Isetan House in Nagoya in March. This autumn, we will open Isetan Centrair Store at Chubu Centrair International Airport as the fourth small-format airport store, following the locations previously operated only at Haneda Airport.」

「We aim to achieve further earnings growth by expanding distinctive, highly profitable products and services into small and medium-sized stores, the web, overseas markets and other global channels, customer touchpoints and business formats.」