Abstract

Recently, the concept of "CX" has been attracting rising attention in Japan. What is CX? CX means “Customer Experience”! The terms refers to “the customer's experience when purchasing products and service” and “The value gained through that experience”.

Although the concept of CX seems to have gained attention in the 2000s, Seven-Eleven Japan Co., Ltd. has continued to provide the CX since the company's founding in the 1970s.

Seven-Eleven Japan Co., Ltd., the most successful retail company in Japan, was created by Toshifumi Suzuki's management approach of thorough CX.
This is a book written by a legendary manager on the secrets of his success.

outline
prologue
from products to experience

ep.1
changed the trend not to sell products to the value of experience

ep.2
How to have an attitude for CX management

ep.3
How to create the experience value that customers want

ep.4
Creating strategies in meet “Customer Journey”

Author’s Information

Author Toshifumi Suzuki
Born in Japan. Currently he is an Honorary Advisor of Seven and i Holdings Co., Ltd.
After graduating from Chuo University with a degree in economics, he joined Tohan and then entered Ito-Yokado Co., Ltd. in 1963.
He founded Seven-Eleven Japan Co., Ltd. in 1973 and became president at the company in 1978.
In 1992 he became president of Ito-Yokado Co., Ltd., and in 2003 he became chairman and CEO of both Ito-Yokado Co., Ltd. and Seven-Eleven Japan Co., Ltd.. 2005 he founded Seven and i Holdings and became chairman and CEO.

Interviewing & Composition Akira Katsumi
Born in Japan.
After leaving the Tokyo University faculty of liberal arts, he worked as a freelance journalist.