Communication with Customers
We always provide information to increase our level of interaction with customers, and deepen our employees' understanding of our management principles. This approach ensures that Calbee's philosophy and activities always put customers first.
System for Sharing Customer Feedback
Methods and systems for sharing customer feedback
Our slogan calls for Reinforcing our commitment to our customers. We value the feedback we receive from all of our customers, and we continue to work on increasing our level of interaction. Our first goal is to better address the issues that customers point out. Second, we seek to determine the reason for their comments and requests. Third, we strive to improve customer satisfaction of our response. Finally, we make sure to take into consideration our customer's opinions to further improve our products and services.
We have introduced a system for sharing feedback from our customers, which is one of our key management resources. This system enables us to strictly observe our internal reporting rules for sharing information within 15 minutes of receiving of an inquiry. This allows us to respond to our customers as quickly as possible.
Incorporating customers' needs into product development and services
We take feedback received by our Customer Consultation Office, and opinions expressed in monitor surveys evaluating pre-sale product concepts and prototype products, and incorporate that into product development. In fact, we have come up with numerous solutions based on comments made to our Customer Consultation Office. When customers said they had trouble working out how to open packaging, we improved labeling around package openings. When they said they were unsure how best to eat Frugura fruit granola, we produced a leaflet showing ways of eating our cereals.
Two-way Communication with Customers
Fan Club and Fan Site
Calbee offers a wide variety of information on its website. My Page on our Japanese website can be viewed upon registeration. We use SNS sites such as Facebook to increase our point of communication. In addition, we run a fan club that provides an opportunity to participate in the production process, such as digging potatoes at our farm, and to visit our plants.
These initiatives provide us with great customer feedback that is reflected in our corporate activities.