Improving customer service and product-proposal capabilities

「Developing advisors: building an intermediary function through purchases by advisors (store staff), aligned with the interests of customers who want to sell and customers who want to buy」

「We advanced initiatives to strengthen customer service capabilities, including customer management through CRM and AI role-playing.」

「We will step up the use of AI Role-Play, developed jointly with 株式会社 Sapeet, to improve the customer service capabilities of all sales staff.」

「This will enable in-store beacons to detect customers' smartphone apps, making it easier to check each customer's purchasing history and other information integrated in our CRM, and enabling customized customer service and product recommendations for each customer on site.」

「While continuing to improve margins by strengthening its jewelry business and through other measures, we will strengthen our product recommendation and sales capabilities through digital and IT investments, including the introduction of the ABC System, an integrated system linking the app, beacons, and CRM.」

「As an effort toward contactless sales, we conducted live sales over the internet and began analyzing customer purchasing trends following the introduction of AI cameras at some stores.」

「Accordingly, we have identified strengthening our customer service and product recommendation capabilities as a key priority. In addition to on-site practice and various training programs, we will actively invest in digital and IT initiatives, including strengthening product recommendation capabilities through the use of AI cameras, reviewing and streamlining store operations, and creating an environment in which store staff can focus on serving customers.」

「We worked to restore sales by tightening inventory management, creating more attractive stores, reviewing staffing allocations, and training sales staff, and after operations resumed from mid-May, through promotional initiatives including direct-mail campaigns.」

「We are working to create more attractive stores, review staffing allocations, and train sales staff.」

「Accordingly, we regard strengthening our customer service and product proposal skills as an important priority and will work to improve them through practical experience in the field and various training programmes.」

「Accordingly, we regard strengthening our customer service and product proposal skills as an important priority and will work to improve them through practical experience in the field and various training programmes.」