Customer-focused thinking and stronger frontline capabilities
First written in FY2017. 3 of 8 entries say "Restated". Latest entry: FY2026.
1 other company's latest entry also says "Reframed".
- FY2026ReframedAnnual report
「To address the above risks and become a strong and resilient セレスポ, we will work to strengthen our foundation, build relationships of trust, and exercise our on-site capabilities in the following ways: ① Create a foundation for performance to improve through the self-direction of each employee. ② Build relationships in which customers trust us as their first point of contact for consultation. ③ Exercise our on-site capabilities to become an organization that energizes society and grow the business.」
It organizes its customer-centric and on-site capabilities policy into 3 approaches: strengthening the foundation through employee self-direction, building relationships in which customers trust the company as their first point of contact for consultation, and exercising on-site capabilities. - 2026-06-01RestatedGeneral Meeting of Shareholders
「全国に展開する支店網とお客さまの想いを形にする「顧客起点」、様々なイベントに対応できる「現場対応力」を最大限に生かし、お客さまの期待や課題に応え、イベントに関わる人々の感動と笑顔を創り続けてまいります。」
「顧客起点」と「現場対応力」を事業基盤として引き続き掲げている。 - FY2024AdvancedAnnual report
「② To earn customers' trust, we will focus on developing self-directed personnel who can solve issues independently and make various proposals.」
Regarding the enhancement of customer-centricity and on-site capabilities, it explicitly identifies the development of self-directed personnel to earn customers' trust as a specific initiative. - FY2022RestatedAnnual report
「Making maximum use of its nationwide branch network, customer-focused solutions and “frontline capabilities” to support any event, the Company will continue meeting customers’ expectations and addressing their issues while creating excitement and smiles for everyone involved in events.」
It reconfirms its policy of meeting customer expectations and addressing customer issues through its nationwide branch network, customer-centricity, and on-site capabilities. - FY2021-Q3AdvancedAnnual report
「We have focused on improving employees' skills by holding company-wide case-sharing and presentation sessions online, sharing best practices, and applying them in practice.」
In connection with enhancing customer-centricity and on-site capabilities, it is holding company-wide case-sharing and presentation sessions online to share best practices and improve employee skills. - FY2020RestatedAnnual report
「To this end, we will continue striving to attract customers by identifying issues from the customer's perspective through customer-centric thinking and the exercise of on-site capabilities, providing solutions, and delivering high-quality events through the transfer of knowledge and skills.」
It reconfirms the focus on solving issues and improving service quality through customer-centricity, on-site capabilities, and the transfer of knowledge and skills. - FY2018ReframedAnnual report
「Making maximum use of its nationwide branch network, its customer-focused approach to giving shape to customers’ ideas and its “frontline capabilities” to support any event, the Company will continue meeting customers’ expectations and addressing their issues while creating excitement and smiles for everyone involved in events.」
It reorganizes the previous expressions of customer-centricity and on-site information sharing and solution presentation as customer-centricity leveraging the nationwide branch network and on-site capabilities that can respond to any event. - FY2017First statedAnnual report
「To engage with customers and resolve their issues, we will promote understanding of their activities by sharing internal and frontline information, while improving the speed at which we present solutions from an event perspective, thereby increasing customer satisfaction.」
It presents faster sharing of internal and on-site information and faster presentation of solutions as means of understanding customers and improving customer satisfaction.