Management Focused on Creating and Maximizing Customer Value
First written in FY2018. 7 of 8 entries say "Advanced", first in FY2022. Latest entry: FY2026.
10 other companies' latest entry also says "Advanced".
- FY2026AdvancedAnnual report
「To address non-member customers, the Company will acquire new members and strengthen visual merchandising and customer service capabilities, while promoting the development of sales channels other than department stores.」
Regarding the creation and maximization of customer value, the Company identified the decline in the number of non-member customers as a factor behind the previous fiscal year's poor sales and specified measures including acquiring new members, strengthening VMD and customer service capabilities, and developing sales channels other than department stores. - FY2025AdvancedAnnual report
「Improving customer equity by strengthening customer touchpoints」
Regarding the creation and maximization of customer value, the Company has explicitly identified strengthening customer touchpoints and raising customer equity as means of implementing the product and brand strategy in its new medium-term plan. - FY2024AdvancedAnnual report
「The Company will review its membership program and strengthen promotions for members, work to move active members up through the ranks and reactivate dormant members, and strengthen its approach to high-value customers.」
To create and maximize customer value, the Company has added specific measures consisting of reviewing the membership program, promoting sales to members, reactivating dormant members, and approaching high-value customers. - FY2023AdvancedAnnual report
「To strengthen CRM, the Company is developing its customer base and promoting the use of data. To enhance customer touchpoints, it is issuing comprehensive catalogs linked to e-commerce and strengthening two-way communications through social media and apps.」
To create and maximize customer value, the Company has made the development of its customer base and use of data, e-commerce-linked catalogs, and two-way communications through social media and apps into ongoing initiatives. - FY2022AdvancedAnnual report
「To strengthen CRM (customer relationship management), the Company will develop its customer base and promote the use of data. It also aims to deepen relationships with customers of each brand by using VOC (voice of the customer).」
Regarding the direction of creating and maximizing customer value, the Company has added specific customer-contact initiatives, including CRM, customer data, VOC, comprehensive catalogs, social media and apps, and live commerce. - FY2018First statedAnnual report
「The Company Group has once again defined the realization of “creating customer value” and “maximizing customer value,” with the “customer” at the center, as the direction it should pursue.」
The Company has newly stated its direction of creating and maximizing customer value through its products, shopping environments, customer service and communications, in response to customer needs and expectations.