Strengthening the Customer Support Framework
First written in FY2017. 5 of 6 entries say "Advanced", first in FY2018. Latest entry: FY2023.
The whole theme swung hardest in 2020: 1 of 6 companies on the "Worse" side.
5 other companies' latest entry also says "Advanced".
- FY2023AdvancedAnnual report
「We are also advancing risk responses by redeveloping our business continuity plan to address not only natural disasters but also pandemics and geopolitical risks, and by establishing a call center in eastern Japan to operate after-sales services from 2 locations in eastern and western Japan.」
The customer-service structure took concrete form in the establishment of a call center in eastern Japan and the creation of 2 after-sales service bases, one in eastern Japan and one in western Japan. - FY2022AdvancedAnnual report
「Strengthening customer touchpoints through the “ZOJIRUSHI Owner Service” for users of the company's products and through enhanced owned media」
Strengthening the customer-service structure progressed into ongoing customer communications through services for product users and owned media. - FY2021AdvancedAnnual report
「The company also worked to strengthen communication with customers through the “ZOJIRUSHI Owner Service” for users of its products and through social media.」
Strengthening the customer-service structure developed into ongoing communication initiatives through the owner service for product users and social media. - FY2020AdvancedAnnual report
「Under “strengthening the management foundation,” the company promoted productivity improvements and cost reductions through greater operational efficiency. It is also strengthening communication with customers, including by launching the “ZOJIRUSHI Owner Service” for users of its products.」
Strengthening the customer-service structure developed into greater operational efficiency and cost reductions, as well as the launch of the “ZOJIRUSHI Owner Service” for purchasers. - FY2018AdvancedAnnual report
「■ Improving customer satisfaction ・Strengthening the after-sales structure and customer touchpoints」
Strengthening the customer-service structure was developed into specific initiatives to strengthen after-sales services and customer touchpoints. - FY2017First statedAnnual report
「・Improving the brand re-selection rate ・Expanding business areas ・Strengthening the customer-service structure」
The company identified strengthening the customer-service structure as a planning priority for providing satisfaction that exceeds customer expectations.