Sprocket Co., Ltd.
[Seminar report] CX improvement strategies learned from Hibiya Kadan’s success story [Web staff forum]
Thinking about communication from two axes: “perspective” and “needs” using the “good experience” of the store as a hint.
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Sprocket Co., Ltd. (Headquarters: Shinagawa-ku, Tokyo, Representative Director: Hirotsugu Fukada), which provides a CX improvement platform, announced the event “Web Manager Forum” hosted by Impress Co., Ltd. Web Manager Forum held on November 22, 2023. I gave a presentation at “Meeting 2023 Autumn”. We will send you a report with excerpts from the seminar.
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Why is CX improvement necessary?
Companies are increasingly entering the online market, and competition is intensifying, especially when it comes to attracting customers. Consumer trends are changing rapidly, and the experiences users want are also changing, from the previous experience of “users searching for something themselves” to “provided by a service,” like TikTok. As products and services themselves become commoditized, improving CX (customer experience) will lead to differentiation from other companies. There are three key points to work on improving CX: ・Get hints from real-life experiences
・Run the PDCA cycle
・Carry out communication design
There are various tools and methods for improving websites, but implementing a tool is not the end of the story; continuous
improvement is required.
Example of Hibiya Kadan’s efforts to “recreate in-store customer service through EC”
Hibiya Kadan Co., Ltd. was faced with the challenge of “wanting to offer the same thoughtful suggestions that store staff make in-store on e-commerce.” At stores, store staff look at customers and understand their psychology before speaking to them and serving them. The company used Sprocket to implement measures to recreate customer service by store staff.
One is a scenario that supports product selection. By asking simple questions and getting close to customers and suggesting appropriate products, the purchase rate increased to 108%. Also, even if there is an option to add a message card to the flowers, the e-commerce site may not notice its existence. In another scenario, by asking customers on the cart page, “Would you like to add an extra touch to your Mother’s Day gift?”, we recreated the attentive customer service of a store clerk, and the purchase rate increased by 127. improved to %. [Image 2
https://www.sprocket.bz/About Sprocket Co., Ltd.
Sprocket Co., Ltd. provides commitment services that create results for websites and apps, with the mission of “creating relationships between people and companies that improve each other through technology.”
Name: Sprocket Inc. (English company name Sprocket Inc.)
Established: April 2014
Address: 6th floor, K.U. Building, 7-24-4 Nishigotanda, Shinagawa-ku, Tokyo 141-0031
Business content: Development and operation of the CX improvement platform “Sprocket” and provision of commitment services to create results through consulting
Representative: Koji Fukada