Risk of losing customer touchpoints due to delays in digital transformation
First written in FY2022. 6 of 9 entries say "Restated". Latest entry: 2026-08-12.
Hasegawa moved to the "Worse" side of this theme in 2024, 5 years after the typical company in this theme (2019).
The whole theme swung hardest in 2026: 5 of 6 companies on the "Worse" side.
2 other companies' latest entry also says "Restated".
- 2026-08-12RestatedEarnings
「オンラインと実店舗の顧客情報や購買行動データを一元管理・統合し、チャネル間の分断による機会損失を防ぎながら、一生涯のライフステージに寄り添う最適なサービスをシームレスに提案していくためのデジタル基盤の構築が喫緊の課題となっております。」
オンラインと実店舗のデータ分断による機会損失を、デジタル基盤構築の喫緊の課題として再確認した。 - FY2026WorsenedAnnual report
「The disparity between online and in-person information and the fragmentation of customer touchpoints have become major challenges that cause lost opportunities.」
The company put the need for digital initiatives into concrete form as lost opportunities caused by information gaps between online and physical stores and fragmented customer touchpoints. - FY2024WorsenedAnnual report
「The company worked to increase customer touchpoints through various forms of online advertising, including display and LINE advertising in addition to search advertising. However, competitors were also focusing on online advertising, and the company was unable to attract customers to its physical stores as expected.」
While advancing digital promotions, the company disclosed that competitors were also focusing on online advertising and that efforts to attract customers to its physical stores did not progress as expected. - FY2024-Q2RestatedAnnual report
「The expansion of the e-commerce market and the use of portal sites have accelerated the digitalization of customers’ purchasing behavior and information gathering in recent years, creating a need to review the company’s sales methods.」
The company continues to disclose the need to respond to digitalization accompanying the expansion of the e-commerce market and portal websites, and to review its sales methods. - FY2024-Q1RestatedAnnual report
「For sales promotion, we continued from the previous fiscal year to attract customers actively by placing listing ads tailored to regional characteristics, enhancing the content of our website and member app, and strengthening the dissemination of information.」
The company continues to strengthen its search advertising, website and membership app in response to changes in how customers obtain information and make purchases. - FY2023RestatedAnnual report
「Specifically, the company will continue strengthening its website, including SEO, digital marketing and the use of social media, as well as e-commerce marketplaces, including marketplace-specific promotional measures and page improvements such as more comprehensive product descriptions. By doing so, it aims to expand customer touchpoints across its website and physical stores and increase customer traffic.」
While recognizing the risk of losing customer touchpoints due to delays in digital transformation, the company continues to strengthen its website, social media and e-commerce marketplaces as countermeasures. - FY2023-Q3RestatedAnnual report
「In addition, the COVID-19 pandemic has increased the number of customers purchasing through e-commerce because they want to buy with peace of mind, making a review of sales methods necessary.」
The company continues to recognize the need to review its sales methods against the backdrop of an increase in e-commerce purchasers. - FY2023-Q1RestatedAnnual report
「In addition, the COVID-19 pandemic has increased the number of customers purchasing through e-commerce because they want to buy with peace of mind, making a review of sales methods necessary.」
The company continues to recognize the need to review its sales methods as the number of e-commerce purchasers increases. - FY2022First statedAnnual report
「If the company falls behind in its response, competitors may gain an advantage at points of contact with customers. Conversely, the company believes that strengthening this area would enhance its advantage as a brick-and-mortar retailer, and will concentrate resources on strengthening its capabilities.」
The company independently disclosed for the first time the risk that delays in responding to customers’ shift to online information gathering and purchasing could allow competitors to gain an advantage at customer touchpoints.