Building an Exceptional In-Store Customer Service Experience
First written in FY2016. 10 of 14 entries say "Advanced", first in FY2017-Q1. Latest entry: FY2025-H1.
6 other companies' latest entry also says "Advanced".
- FY2025-H1AdvancedAnnual report
「The company’s staff winning the top award at an event selecting outstanding salespeople from across the industry has also contributed to enhancing brand value.」
The company reported that its sales staff’s winning the top award at an industry-wide event contributed to enhancing brand value. - FY2024AdvancedAnnual report
「To strengthen its brands, the company is implementing various initiatives aimed at improving employee engagement, the source of brand value creation. These include expanding training opportunities, transferring sales staff between businesses and establishing a certification program for specialists in sales-related digital transformation. These initiatives have produced results, with the employee engagement score (*) improving from the previous year in the employee awareness survey.」
The company provided training, transferred sales staff between businesses and implemented a certification program for sales DX specialists, resulting in an improvement in the employee engagement score from the previous year. - FY2024-Q2AdvancedAnnual report
「The company is expanding its investment in human capital, including by establishing a new certification program for sales staff who achieve strong results in sales-related digital transformation initiatives.」
To improve customer service and sales capabilities, the company established a new certification program for sales staff who achieve strong results in sales-related digital transformation. - FY2023AdvancedAnnual report
「Training and other initiatives to improve customer service skills have also produced results, increasing expressions of gratitude from customers for the company’s attentive, day-to-day customer service. The company is also actively advancing its OMO initiatives, including by increasing staff-styling and other posts on its e-commerce site, which has driven growth in content-generated sales.」
The company advanced customer service training, staff-styling posts and OMO initiatives. Same-store retail sales reached 116.3% of the previous fiscal year’s level, while same-store sales at retail stores plus online stores reached 111.2%. - FY2023-Q3AdvancedAnnual report
「Under “Exceptional Customer Service,” the company is providing sales staff training using video content and holding product information sessions at regional stores to improve the quality of customer service. It is also advancing its OMO initiatives. The increase in staff-styling posts on its e-commerce site and more active product promotion through blogs and videos have improved the value of the customer experience and contributed to the expansion of content-driven sales. As a result, standalone same-store sales at retail stores plus online stores reached 111.3% of the year-earlier level.」
The company provided sales staff training through video content, held product information sessions at regional stores, increased staff-styling posts, and promoted products through blogs and videos. Standalone same-store sales at retail stores plus online stores reached 111.3% of the year-earlier level. - FY2023-Q2AdvancedAnnual report
「Customers recognized the company’s strength in providing attentive, day-to-day customer service, resulting in an increase in expressions of gratitude from customers and a decrease in complaints from the previous fiscal year. The company also stepped up its OMO initiatives and increased staff-styling posts on its e-commerce site, causing sales generated through content to exceed plan. As a result, standalone same-store sales at retail stores plus online stores reached 115.5% of the year-earlier level.」
The company reported specific results, including an increase in expressions of gratitude for its customer service, a decrease in complaints, staff-styling posts, content-driven sales exceeding plan, and same-store sales of 115.5% of the year-earlier level. - FY2023-Q1AdvancedAnnual report
「The company also continued its OMO initiatives, promoting customer conversion through sales activities linked to content such as more frequent staff-styling posts on its e-commerce site and live streaming on social media. As a result, the number of visitors to physical stores and the number of purchasing customers improved substantially year on year, while same-store sales at retail stores plus online stores increased to 120.5% of the year-earlier level.」
The company continued promotional activities linked to staff-styling posts and social-media live streaming as part of its OMO initiatives, and same-store sales at retail stores and online stores reached 120.5% of the year-earlier level. - FY2022ReframedAnnual report
「1. Exceptional Customer Service: Raising Sales Capabilities」
The initiative to improve the customer service experience was reorganized from the previous “Exceptional Customer Service Experience” to “Exceptional Customer Service” and “Raising Sales Capabilities” aimed at recovering sales at existing stores. - FY2018RestatedAnnual report
「As part of its human resources reform, the company will reinforce the ES (Educator-Student) program to further strengthen relationships of trust with customers and, as a result, improve productivity.」
The company has reiterated its policy of improving customer service capabilities and relationships of trust with customers through the Educator-Student program. - FY2017AdvancedAnnual report
「The company restructured the Educator-Student program, under which senior employees train new hires. It is also providing training, including store manager training, across its businesses and advancing initiatives to improve customer service capabilities.」
The company progressed from the internal review and draft-plan preparation stage through the previous quarter to the implementation stage of restructuring the Educator-Student program. - FY2017-Q3RestatedAnnual report
「The company conducted an internal review and prepared a draft plan to restructure the Educator-Student program, under which senior employees train new hires. It is also providing training, including store manager training, across its businesses and advancing initiatives to improve customer service capabilities.」
The company continues to review and draft a plan for restructuring the program, while advancing training, including store manager training, across its businesses. - FY2017-Q2AdvancedAnnual report
「The company conducted an internal review and prepared a draft plan to restructure the Educator-Student program, under which senior employees train new hires. It is also providing training, including store manager training, across its businesses and advancing initiatives to improve customer service capabilities.」
In addition to reviewing and drafting a plan for restructuring the program, the company is advancing training, including store manager training, across its businesses. - FY2017-Q1AdvancedAnnual report
「The company conducted an internal review and prepared a draft plan to restructure the Educator-Student program, under which senior employees train new hires.」
As part of measures to improve the customer service experience, the company has progressed as far as conducting an internal review and preparing a draft plan to restructure the Educator-Student program. - FY2016First statedAnnual report
「“Exceptional Customer Service Experience”」
The company aims to make awareness of and action on customer needs habitual through such measures as restructuring the Educator-Student program, management training and enhanced initial training.