Relevant SDGs
Because our Group has its roots in the watchmaking business, we have constantly pursued increased precision and more advanced technology over many decades, resulting in the creation of very high-quality products and services. This excellence in functionality, quality, and technical advancement serves as the foundation of value in our Group.
Basic Approach
Our Group will continue to provide ever-better products and services, building on the legacy of trust established by our predecessors through their attention to quality. By preserving and developing outstanding technology, we will respond to customers’ needs and the needs of the times and continue to grow with society as a solutions company. Providing high-quality products and services that are trusted by society is a key mission for our Group.
Initiatives for Improving Customer Service
Promotion of Digital Marketing
Our Group believes that digital transformation (DX) is about "capturing customer pain and gain, enhancing internal and external assets digitally, and providing products and services with a better customer experience (CX)."
Wako Co., Ltd. emphasizes building long-term relationships with customers. By introducing a membership card app, we can reduce the burden of card management on customers, and it becomes possible to link customer information with purchase information, which is necessary for the centralization of customer data, as well as to improve CX through integration with point services. In addition, we will be able to conduct advanced marketing efforts in a smooth flow, such as beginning with an initial "friend registration" on LINE (a popular social media app in Japan), moving on to "membership registration" and then to "communication with customers" using purchase data,.
Through the use of digital technologies and data, we will steadily provide a better customer experience by improving communication at both the individual and organizational levels and strengthening one-to-one relationships with our customers.
Seiko Watch Corporation is building a CRM system to improve the customer experience by sharing information among various services through the introduction of Grand Seiko ID and Seiko ID. We will work to further improve the CX by unifying customer IDs and integrating customer data management.
Establishment of Support Structure
Service Network Covering Markets Worldwide
Seiko Watch Corporation provides services in 145 locations across 96 countries and regions. The after-sales service department at SWC headquarters monitors and improves the quality of service at all local service centers, aiming to provide the same high standard of service worldwide. As part of this effort, we continuously train technicians capable of repairing sophisticated Grand Seiko products locally. We also continue to audit the quality of service at local service centers.
As we did with Grand Seiko, we have established a certification system for Seiko brand watch technicians who can repair, for example, solar-powered GPS satellite radio-controlled movements. They study these techniques through remote learning, and they continue to develop their skills so that the level of repair skills at service centers in each country steadily increases.
Grand Seiko customers have a deep affection for the movement, but also for the case and the bracelet, so we offer a complete service package that meticulously overhauls the movement and also polishes both the case and bracelet. We will keep expanding our network of local service centers to provide prompt and careful service, repairs, and maintenance of these world-class timepieces.
Easy Access to Factory Repairs with our “Online Repair Desk”
Seiko Time Labs Co., Ltd. launched the Online Repair Desk in 2011. With this service, customers can input necessary details from their computers or smartphones, and immediately receive an estimate of the repair cost and approximate delivery time. This system allows busy customers or those without a nearby retail store to easily request repairs from the manufacturer, ensuring the use of genuine parts and benefiting from Seiko’s advanced workshops and skilled craftsmanship.
