Improving Customer Satisfaction and Acquiring Repeat Guests Through Expanded Membership Services
First written in FY2016-Q2. 11 of 17 entries say "Advanced", first in FY2016. Latest entry: 2026-05-14.
The whole theme swung hardest in 2024: 1 of 12 companies on the "Worse" side.
18 other companies' latest entry also says "Advanced".
- FY2025AdvancedAnnual report
「THE FUJITA MEMBERS has exceeded 800,000 members and is used across a wide range of occasions, including accommodation, restaurants and events. We will improve convenience and expand our customer base by enhancing the official app and using member data to make proposals based on customer attributes and usage history.」
Membership expanded from more than 600,000 to more than 800,000. The Group is using app functionality and member data to make personalized proposals. - FY2024AdvancedAnnual report
「The membership program THE FUJITA MEMBERS, launched in April 2022, has exceeded 600,000 members, and sales from member usage are growing steadily. We will strengthen customer relationships and encourage usage by expanding app functions and using member data for marketing.」
THE FUJITA MEMBERS exceeded 600,000 members, and the Group advanced measures to expand app functionality and use member data for marketing. - FY2022-Q2AdvancedAnnual report
「As part of the key initiatives under the business plan, we launched the Group's new membership program, THE FUJITA MEMBERS, in April. We renewed it to make it easier to understand and use, with the aim of further strengthening marketing and branding.」
The membership program renewal planned for the previous fiscal year was launched in April, moving the Group toward stronger marketing and branding. - FY2021ReframedAnnual report
「We will renew the membership program Fujita Kanko Group Members Card WAON as THE FUJITA MEMBERS on 11 April 2022. The functions that allow members to earn points when using our facilities and redeem points when making purchases will remain unchanged. By having customers register personal information, we will provide products and information tailored to each individual. We will strengthen relationships with customers and improve the effectiveness of digital marketing initiatives.」
While retaining WAON's existing functions, the Group redesigned its membership initiatives around the April 2022 renewal as THE FUJITA MEMBERS, use of customer information, personalized offers and integration with digital marketing. - FY2019ReframedAnnual report
「To improve customer convenience, we will renew Fujita Kanko Group Members Card WAON and rebuild our customer information management framework by upgrading our proprietary web reservation system, deepening our direct relationships with customers.」
The scope of the measures expanded from enhancing the membership card and reservation services to redesigning sales and marketing, including renewal of WAON, upgrades to the proprietary web reservation system and reconstruction of the customer information management framework. - FY2018RestatedAnnual report
「We also continued to strengthen Fujita Kanko Group Members Card WAON, our customer membership organization, in order to acquire repeat guests from Japan and overseas.」
The Group continued strengthening Members Card WAON to acquire repeat guests in Japan and overseas. - FY2018-Q3AdvancedAnnual report
「The number of members of Fujita Kanko Group Members Card WAON exceeded 520,000, including approximately 90,000 foreign customers, and we continued initiatives to encourage repeat visits.」
Membership exceeded 520,000, including approximately 90,000 foreign members, and the Group continued to promote repeat visits. - FY2018-Q2AdvancedAnnual report
「The number of members of Fujita Kanko Group Members Card WAON exceeded 480,000, including approximately 75,000 foreign customers, and we continued initiatives to encourage repeat visits.」
Membership exceeded 480,000, including approximately 75,000 foreign members, and the Group continued initiatives to encourage repeat visits through its membership base. - FY2018-Q1AdvancedAnnual report
「The number of members of Fujita Kanko Group Members Card WAON exceeded 440,000, including approximately 60,000 foreign customers. In addition to retaining customers, we promoted repeat visits by offering members-only plans and running point-multiplier campaigns.」
Membership exceeded 440,000, including approximately 60,000 foreign members, and the Group offered members-only plans and point-multiplier campaigns. - FY2017-Q3AdvancedAnnual report
「The number of foreign members of Fujita Kanko Group Members Card WAON exceeded 30,000, marking steady progress in customer retention. We also established a new members-only lounge at Yokohama Sakuragicho Washington Hotel to improve convenience for members.」
Foreign membership exceeded 30,000, and a members-only lounge was newly established at Yokohama Sakuragicho Washington Hotel. - FY2017-Q2AdvancedAnnual report
「For Fujita Kanko Group Members Card WAON, we began accepting membership applications from foreign customers last year. Approximately 20,000 foreign customers joined during the cumulative period from January through June this year, demonstrating progress in retaining customers. We also expanded the functions of the smartphone app launched at the end of last year and steadily continued efforts to acquire repeat guests in Japan and overseas.」
After beginning to accept foreign members, approximately 20,000 joined during the cumulative period from January through June. The Group also expanded the functions of the membership card and smartphone app. - FY2017-Q1RestatedAnnual report
「To enhance the functions of Fujita Kanko Group Members Card, our customer membership organization, we distributed the WHG Hotels app for smartphones and continued efforts to acquire repeat guests in Japan and overseas.」
The Group continued to pursue repeat guests in Japan and overseas by enhancing the membership card and distributing a smartphone app. - FY2016AdvancedAnnual report
「Since December last year, we have linked Fujita Kanko Group Members Card WAON, our common Group card, with the WHG Hotels app, which can be used on smartphones. This has simplified online reservations and check-in procedures and further improved customer convenience.」
The Group linked its membership card with a smartphone app to simplify online reservations and check-in procedures. - FY2016-Q3RestatedAnnual report
「Through Fujita Kanko Group Members Card WAON, our customer membership organization, we launched the 72-hour advance priority reservation service and are continuing efforts to improve customer satisfaction and acquire repeat guests.」
The Group continued to improve customer satisfaction and acquire repeat guests through membership services, including the 72-hour advance priority reservation service. - FY2016-Q2First statedAnnual report
「As part of the services offered by Fujita Kanko Group Members Card WAON, our customer membership organization, we expanded the points payment service across the entire Group in April and launched a new 72-hour advance priority reservation service in May. These initiatives are improving customer satisfaction and helping us acquire repeat guests.」
The Group cited the expansion of points payments across the Group and the launch of the 72-hour advance priority reservation service as specific measures.