Services from the Customer’s Perspective
Putting “services from the customer’s perspective” into practice is easier said than done.
To realize that, the first important step is to listen to what customers have to say. We listen to what customers want before recommending the most appropriate merchandise, rather than forcing them to buy to suit our purposes.
We also devote energy to after-sales service. Home appliance/electronics may involve complicated instructions, and may break down or suffer other issues. Therefore, we do not believe that our relationships with customers end once we sell them the merchandise.
Compare the amounts paid – Cash discounts
Many home appliance/electronics retailers deploy point systems that place limitations on customers’ behavior. For example, customers can only use the points at designated stores, and the points eventually expire. We believe that customers should have a higher level of freedom, which is why we are committed to offering cash discounts rather than adopting a point system. We believe that it is best to use cash because it is accepted everywhere and delivers savings instantly and demonstrably.
No premiums, membership fees, warranty fees, or limits on number of uses – Free long-term warranty
For designated items over a certain purchase amount, we provide a free long-term warranty of 10, 5, or 3 years, with our proprietary warranty (depending on the manufacturer’s warranty) on top of the manufacturer’s one-year warranty. In rare cases, an appliance may fail and require expensive repairs soon after the manufacturer’s warranty expires, seriously compromising the customer’s pleasure from shopping for and purchasing the product. We are confident that eliminating such anxiety to the extent possible will allow customers to shop with peace of mind in our stores.
Providing four types of assurance – K’s Denki Anshin Passport
This service was designed to enable our customers to shop with peace of mind in our stores.
We are pleased that more than 48 million customers currently hold this passport. (As of March 31, 2024)
K’s Denki Anshin Passport
-
- (1) Cash discounts exclusive to Anshin Passport holders provide assurance on prices.
- Further cash discounts from the selling price are offered exclusively to members. (Discounts are not applicable to certain merchandise and services)
-
- (2) Free long-term warranty with simple procedures provides assurance on after-sales service.
- Customers can receive a free long-term warranty (10, 5, or 3 years) simply by presenting their Anshin Passport to the cashier upon purchase. (Applicable only to items designated by K’s Denki)
-
- (3) Storage of purchase data provides assurance in case of a product recall.
- K’s Denki contacts customers quickly in the unlikely event of a manufacturer’s recall for products purchased at our stores.
-
- (4) Search service for previously purchased items provides assurance when shopping for supplies, etc.
- K’s Denki staff members help customers search for supplies for products they previously purchased, such as compatible ink cartridges for their printers, fluorescent tubes of the correct size, and compatible media.
Sales promotion on social media
Over the past several years, the number of flyers reaching customers has decreased along with newspaper subscriptions. We now use the popular social media platform LINE to ensure that more customers see our flyers.
