Japanese Department Store With Detailed Service

Status quo of Japanese stores

Japan is the modern sense of Asia.

As the symbol of modern urban civilization, the birthplace and mature department store of a store plays an important role in improving urban functions, creating a good business environment and promoting comprehensive consumption.

Especially for Japan's physical business.

The impact is not like that in China.

In this way, they showed "curiosity" or "too much anxiety" and so much curiosity. In May 18th this year, they participated in the "panoramic Business Review" of Japanese retail capital development and business reconstruction.

In order to get a deeper understanding of the history and new trend of Japanese department stores, in order to compare and analyze the current situation of department stores in China, I have done some homework in advance to understand the history of Japanese department stores, so that this investigation can be targeted.

After the Meiji Restoration in 1860s, with the development of industrialization and urbanization, the urban population increased, the demand of the urban affluent was rising, and the supply of commercial facilities was obviously lagging behind. In 1904, the "department store Manifesto" issued by the three Vietnamese Wu clothing store signifies that Japanese department stores should be pported.

She changed the sales way of the original salesmen and customers sitting on the ground from the beginning of the world, and the "display type" sales way that can be selected from Paris.

Over the past 10 years, the San Yue Department Store officially opened in Tokyo, marking the birth of a solid form department store.

San Yue Department store, located in a Renaissance style building, began to learn business experience from Harrods department store in Harroz, and gradually formed its own business characteristics combined with traditional Japanese culture and people's consumption habits.

Pay attention to the luxurious style of shops, pay attention to integrity and service, and require employees to receive customers with "twelve points warmly". All these are "in order to give customers a sense of fulfillment".

The store was equipped with state-of-the-art modern equipment such as escalators, and set up cultural and entertainment facilities such as "music hall".

In the past century, Japanese department stores have maintained the essential elements of these classic department stores.

Because of the economic prosperity brought by industrialization and free trade, urbanization has increased the urban population, and the affluent class with stronger purchasing power has been increasing. This has promoted the rapid growth of Japanese department stores. In addition, the rapid development of trams and railways and the development of building technology have opened up new development space for Japanese department stores.

After the establishment of a department store in the San Yue Wu clothing store, Wu Wu Shang Da pill, white wooden house, song Ban house, Takashima Ya and so on, which are based on the big cities, have also started the department store business.

In 1950s, the Japanese economy began to recover, and production and consumption began to pick up. Japan's major department stores further expanded the store area on the one hand, and on the other hand, they extended the service target from the high income class before World War II to the general civilian population, and the rapid growth of consumption brought huge business opportunities to the retail industry including Japan's 100 stores.

In 1970s, with the development of the economy, the department stores in Japan continued to maintain rapid growth. The main feature was that the growth rate of department store sales was higher than that of the retail industry.

At the same time, Japanese comprehensive supermarkets have also developed rapidly in this period.

With the expansion of Japan's real estate bubble, the land price index of the six cities has increased by about 5 times, and the unit price of land has been 100 times that of the United States. After entering 1990s, the economic bubble burst and asset prices plummeted, and the economy entered a long-term depression for nearly 10 years.

Against this background, the department store has been in a difficult position due to shrinking assets.

Department store sales fell from 9 trillion and 700 billion yen in 1991 to 7 trillion and 800 billion yen in 2004.

The biggest reduction was clothing products in department stores, accounting for about 45%.

During the expansion of the bubble economy, Japanese department stores also invested in other fields outside the retail industry besides their main businesses.

After the bubble economy burst, the first Japanese department store was closed.

In addition, DAE Rong was in a difficult position in 2004 due to huge debts.

Local well-known department stores were also not spared. Wakayama's Marco Zheng, Kyushu's Yantian house and Imai's big pill in Hokkaido also had to close because of operational difficulties.

According to the analysis of various aspects, the reasons leading to the sharp decline or even failure of some Japanese department stores are mainly as follows: first, department stores have long been shrouded in the aura of the retail industry, and lack of positive business strategies, resulting in the insensitivity of the Department Store policy-makers to the changes in the operating environment; two, Japanese department stores rely too much on suppliers, and the main commodities lack individuality; three, the risk of excessive investment accumulation in the bubble economy.

Due to the loose financing environment at that time, the expansion of Japanese department store industry was excessive, and the four was the impact brought by the development of comprehensive supermarkets.

With the increase of supermarkets and other large retailers, the competition has intensified with the local department stores. Five, with the popularity of cars, supermarkets have opened new shops beside the suburbs of the city, and new shopping centers in the commercial streets of suburban towns have seriously affected the survival of local stores. Six, consumption is in the doldrums for a long time.

We may have seen the shadow of Chinese department stores as a result of the sharp decline or even closure of Japanese department stores.

In other words, our department store is copying copies of the Japanese department store's economic downturn.

We attended the seminar on "Asian retail capital operation - China's retail business pformation and redevelopment". We were honored to hear that Mr. Matsuoka Masahiro, chairman and general manager of top investment consulting (Japan) Co., Ltd., Mr. Qiao Kou, who is now a Beijing based advertising limited company, and Cui Bin, a LandArchitects partner, are giving lectures on the retail industry under the mature Japanese economy.

Mr. Matsuoka said at the opening ceremony that the 5 famous department stores in Japan were facing the impact of the electricity supplier. The sales volume did not decline, but on the contrary, there was an increase. For example, the data released by Japan's 5 large department stores in September 1st showed that the sales in August increased by 2.5----6.5% compared with the same period last year, all of which increased for 5 consecutive months.

One of the main factors is that the consumption of Japanese clothing and groceries is relatively strong.

The largest increase in sales was the growth of the 6.5% year old shopping mall in Tai Po, sakamoya department store.

Among them, the three Yue Yi Dan Dan increased by 5.8%.

In the first half of the year, in terms of sunglasses and other summer products, Japan won the needs of domestic customers in the second half of the year.

Sogo Sai Wu department store grew by 2.5%, and sakaku kohshoshi department store grew 3.4%.

Two, the consumption of foreign customers has pushed up overall sales.

The duty-free consumption of foreign tourists visiting Dali in Osaka has increased by 3----5 times compared with the same period last year.

Takashima Ya grew 3.8% year-on-year, and sales of duty free goods were 3.3 times that of last year.

What is pulling is the consumption of cosmetics and foodstuffs which are listed as tax-free objects since October 2014, accounting for 19% of the sales of tax-free commodities.

{page_break}

According to the geographical distribution of shopping centers, more than half of the shopping centers in Japan are distributed in the suburbs, and 26% of the shopping centers are concentrated in the central area, and 23% of the shopping centers are located in the adjacent areas adjacent to the central area.

From the analysis of main stores, the main shops of Japanese shopping centers mainly include the department stores, daily necessities stores, supermarkets, home centers, discount stores and drugstores.

In Japan, more than 60% shopping centers have only one main store, mainly GMS or SM.

25% of the shopping centres have no main stores.

Department stores, the main store in the US mall, are not many in Japanese shopping centers.

Once, in Japan, less than 5% of shopping centres have department stores.

Japanese department store with detailed service

What is the reason why Japan's physical department stores face the impact of the aggressive electricity supplier? Not only did they fail, but the sales volume is increasing day by day. The experts mentioned above have made an in-depth analysis of the social, cultural, economic, pportation (main secondary roads, subway stations), urban types, and physical facilities reengineering in Japan.

The first is to strengthen economies of scale and integration.

Judging from the current domestic situation in Japan, the domestic consumer market is still in the stage of recovery, and the market competition of the whole Japanese department store industry is becoming increasingly fierce, and its business performance fluctuates greatly.

There are 4 large department stores with annual sales of more than 1 trillion yen, and the competition for market and customers is becoming increasingly fierce.

Japanese department stores have seen a new round of large-scale expansion in recent years.

Apart from opening branches, the pace of expansion of major department stores is continuing.

The reason for this phenomenon is that the competition in the department store market between cities is becoming more and more intense, leading to the increasing concentration of department stores in large cities.

Against this background, many department stores believe that the most urgent task is to increase investment in key shops in big cities. Only in this way can the advantages of large shops in passenger flow, purchase channels, sales efficiency and other aspects be brought into full play, and the scale effect can be brought into full play.

At the same time, the expansion and expansion of key shops in major cities have been intensified. The exploration has been started to speed up the integration of industries through mergers and acquisitions. Japanese department stores are actively seeking mergers to achieve economies of scale and integration effect. If 121 years of history, Yi Dan and the three Vietnamese department stores, which have a history of 334 years, have become the largest retail department store in Japan, with an annual turnover of 14 billion yen.

Therefore, merger and reorganization activities are becoming increasingly active.

Two, in recent years, shopping centers in Japan have gradually become strong rivals in department stores.

With the development of shopping centers, the proportion of department stores in total retail sales in Japan is declining, while the proportion of shopping centers has increased steadily.

The shopping mall with large supermarkets as the main store has a great impact on the development of the city store street, and has also shaken the foundation of the City Commercial Street department store operation.

To this end, Japanese department stores actively respond to the challenge of shopping centres with supermarkets as the main stores, adjust their development strategies, seek their own development, and actively carry out business innovations.

Some Japanese department stores began to focus on formulating long-term business strategies and investment plans.

For example, the slack house, which successfully achieved sales growth in the economic downturn, has formulated and implemented a balanced long and short term strategy. On the one hand, based on long-term investment strategy, the cosmetic counters are renovated to enhance the image of department stores for the purpose of attracting new customers.

They believe that a successful department store needs to form a mechanism for timely and effective understanding of the needs of consumers, and to set up stores and provide services from the needs of customers.

If the good performance and acclaimed Yi Shi Dan, in order to timely reflect the customer's voice on goods and services, special employees often take the "customer opinion list" in the store, and improve the stores according to the needs of customers.

At the same time, customer complaints are considered as customer needs and become important sources of information feedback for business innovation.

At the same time, as a short-term strategy, facing the aging society, strengthening the mechanism reflecting customer demand, such as most stores upgrading and developing the fresh stores for customers over 50 years old, forming large group enterprises to cope with market competition.

Moreover, the promotion activities are concentrated and strong, and attract very high popularity.

The accompanying Japanese guests tell that there are two discounted seasons in Tokyo each year, in June and December (because the Japanese pay two double salaries each year, so Japan has two discount seasons each year), each lasting 3 to 4 weeks.

The same as in Dubai and in Hongkong's Christmas season, the more discounted the later.

{page_break}

The three is the most humane detail service.

Through our actual feelings, the real reason why the Japanese entity store is always invincible is to pay attention to details, respect human nature, and truly people-oriented, which is the biggest win point for Japanese entity businesses.

In Japan, for many years, the experts who accompanied us on the lecture told us that the shopping malls in Japan had a very humane service experience. Taking Tokyo as an example, the department stores in Tokyo are very strict in checking the quality of their products. If you buy defective products in the shopping malls, you will not only get a large amount of compensation, but also the manager has to apologize in person, so the biggest advantage of buying things in Japanese department stores is to rest assured.

Japan also provides preferential treatment for consumption in exchange for points, but it is quite different from that in China. Some shopping malls in China require certain points to reach a certain amount or to purchase goods at the end of the year. The total score of Tokyo shopping malls can be directly offset by cash consumption, and drinks and meals can be exchanged immediately.

In general, consumers can get a free lunch at the top floor of shopping malls in the morning.

After shopping, shopping malls can provide free luggage storage service. Guests do not need to find automatic storage counters, nor do they worry that the luggage can not be placed too large. The attendants will help to get the luggage to the special depository personally, so that guests can feel comfortable shopping.

If you don't want to carry a big bag and go home, you can entrust the shopping mall to pack directly to deliver the door.

This service is not like domestic products that are limited to household appliances. Any clothing, shoes, bags, daily necessities and so on can be delivered directly to the guest's home or hotel room.

In addition, valet parking, picking up luggage, pushing baby carriages, and opening special elevators for wheelchair customers are all essential supporting items in Japanese department stores.

Japanese public places are very hygienic.

Whether in Tokyo, Osaka, or in Kawasaki, Kyoto, Hakone and Okinawa, many shopping malls there are equipped with Chinese front desk attendants and Chinese speaking sales assistants to help Chinese tourists.

The biggest feature of Japanese shopping malls is toilets. They take warm names from toilets. They call them men's and women's dressing rooms, and they all have children's districts. All the equipment in the district is small.

Tables, chairs and sink are all children's sizes.

Whether you are in a dressing room, a hotel or a restaurant, you can see that there is no water disinfectant hand sanitizer. The trash cans are cleaned with a clean cloth. The slippers used in public places are guaranteed to be sterilized by one person.

The cleaning staff is responsible for all the cleaning work in the shopping mall, but it can not be cleaned in the open shop, except for the dressing room.

Japanese service personnel are very dedicated. Whether they are shops or large amusement parks, the time to open their doors is exactly seconds.

The attendant told him that if a shop stated it was open at 8 a.m.

So the process is like this, 6:30 staff to the post, the 7 point shop to clean up the door, 7:30 shop to clean up, and then display and organize goods.

At 8, customers queued up at the gate. All the service members lined up in good work clothes and waited for the second hand to point to 8.

Not only did we feel it personally, but we saw that the shopkeeper had prepared chairs for the customers who had queued up early, so that customers did not have to stand and wait for the door to open.

More details of service are also shown in: cleaning up guests' shoes.

In many parts of Japan, it is necessary to take off shoes, including some Japanese dressing shops, hotels, shopping malls fitting rooms.

The fitting room is covered with a thick carpet to let customers feel at ease.

After the guests take off their shoes, the waiter's first move is to arrange the shoes for the guests, then the heel is collected in the direction of the guests coming out, so that guests can wear shoes at any time.

As long as there is customer consultation in the store, the salesperson must stop working at once and finish the customer's needs first.

If she is serving customers at the same time, the waiter is always in the state of apologizing, ensuring the quality of her service.

When there is rain, there will be a special music playing. When the salesperson knows it is raining outside, he will give the customer a rainproof package to avoid damage to the goods.

This small handle is coming back from the regiment after I returned to Tianjin.

It reflects the meticulous and considerate Japanese salesmen.

When the salesman helped us with the strapping, we were still looking for a handkerchief for the hard plastic hand. When the salesman thought about it, the salesman thought of it. He put a light handle on the hard plastic belt to solve the problem of long hand cutting.

)

Differentiated Japanese entity stores

According to statistics, the 90s of last century is a period of rapid development of Japanese shopping centers. Based on the number of existing shopping centers, nearly 40% of shopping centers were established at this stage.

In June 2000, Japan began to implement the "large-scale retail location method" (large-scaleretailstorelocationlaw). Although most of the restrictive provisions on large retail stores were cancelled, shopping centres were standardized in terms of traffic congestion, traffic safety, parking, noise, waste and waste gas emissions.

Affected by this, the number of new shopping centres has been reduced since the promulgation of the law.

In 2001, the number of newly opened shopping centers in Japan was only 37. After 2004, the development of Japanese shopping centers returned to its earlier normal level.

Over the next 10 years, Japanese shopping centers entered an era of unprecedented competition, with almost an average annual growth of nearly 60.

In order to reduce the embarrassment of close meat sales, in order to gain development advantages in the highly competitive retail industry, they began to take the road of thematic characteristics, mainly manifested in each shopping center has a unified theme or distinctive design features.

As a result, Japanese shopping centers are becoming more and more emphasis on differentiation, and they are becoming more and more diverse. They have reopening styles, railway station buildings, discount, outskirts, lifestyle templates and theme types, and many shopping centers have added some new elements that have never been seen before.

{page_break}

Take GardenWalk as an example, the shopping center is an outdoor retail plaza outside Tokyo, featuring the theme of flowers.

From its petal shaped shop roof to tulip fountain and sunflower shaped stage, the 160000 square foot open-air retail plaza with 56 stores displays the theme of gorgeous flowers.

In addition, there are flower designs on the sidewalk, and flowers and cornel are all over the shopping mall.

It is worth noting that the location oriented NSC (NeighborhoodShoppingcenter) shopping mall is increasing rapidly in Japan, and has become one of the mainstream of shopping center industry development in recent years.

Among them, the small shopping mall has the local characteristics and satisfies the consumer demand of the commercial area, accounting for 60% of the total.

It is said that many businesses have been reforming to open up new and smaller shopping centers to keep pace with market demand.

In addition, lifestylecenters, which reflects the new development mode of shopping centers, has begun to develop in Japan in recent years. Its architectural design is no longer closed but low-density and open to create an experiential, more casual and entertainment consumption environment.

The characteristic shopping center of the complex industrial chain extension

1. new town of the new moon.

Located in Tokyo port area, six Mu Mu Mu is the highest level of urban reconstruction in Japan. It is a new comprehensive commercial body after Tokyo, Japan and other famous commercial centers such as Ginza and Shinjuku.

The new town of lappen wood, which represents the new trend of Japanese commercial real estate, provides consumers with the services of family, women and children: medical facilities, rest areas, key matching, pet storage, free child care, mom Club Cinema and so on.

The project also includes a number of landmark buildings and landscape facilities such as Tokyo Hyatt Hotel, virgin TOHO studios, Asahi TV station, Sen Arts Center, new town house, open plaza, Maori garden, roof garden and so on.

Its architectural elements include residential, office, hotel, commercial facilities, cultural facilities and other functions.

There are many cultural and entertainment facilities in the new town, such as art galleries, libraries, academic lecture halls, open-air performing squares and so on.

About 20 thousand people work here, averaging 100 thousand people a day.

In the past few years since its opening in April 2003, it has become the famous shopping center and tourist center in Tokyo, Japan. It is called "city city", "three-dimensional city" and "art city". It has become the new landmark of Tokyo.

In Roof garden, wheat, rice, taro, and melon are also grown, including lotus, 100 day red, pine, maple and persimmon trees.

The history of the local residents is well preserved.

In autumn, overlooking the garden from the height is like a colorful palette, giving people a pleasant and pleasant feeling.

Spider sculpture is an important symbol of the new city.

The 8 giant spider feet are like "walking" markets.

This spider has become the best symbol of people's dating place.

In addition to spider sculpture, the arson's Art Center is also a landmark facility, which is located on the top 49~53 floors of the main building of Sen's building.

From top to bottom, the 53 floor is the Sen art gallery, which can view the urban landscape of Tokyo on the 52 floor, and the 51 member club.

The whole year's marketing promotion plan is planned for the new city of LP. Different theme activities are held every quarter, and plans for next month's activities are announced ahead of schedule to attract public participation.

In addition, tourism, arts, culture and business activities are actively carried out in the light of tourism.

The open-air square is an open-air circular stage with an open and open dome, providing a venue for public entertainment. With a changeable sprinkler facility, there are coffee bars on the side to meet diversified needs.

The interior atrium design is very distinctive, and the interior surface is landscaped with bonsai, and the interior facade of the atrium is equipped with air greening flower pool and water curtain, which increases the dynamic characteristics of atrium space.

Over the atrium, a pparent canopy is used to create a pparent and pleasant space while properly shielding the direct sunlight.

The main passages of atrium are arranged in a curvilinear way to facilitate people shopping in atrium.

The design and construction of the surrounding streets and new towns of the new city are all exquisite and exquisite, whether they are flower beds, tree holes, chairs, paving and lighting, and even the vertical greening framework for plant climbing is also well-designed and beautiful, reflecting the overall level of landscape construction in Japan.

2. Osaka GrandFront experience city complex.

Although it has no movie theater or KTV video game city, it has experience in business, black label store, theme image store, cross boundary, production and research exhibitors combination, creating customers, pioneering coffee shop and so on. The extension of the complex industrial chain is full of play here.

One of them is less than one hundred seats, and it takes one hour to have meals.

Here, we can not only enjoy the limited supply of rare fish species such as bluefin tuna, which are cultured in Kinki University, while waiting in line, and understand the basic knowledge of fish, the specific conditions of scientific breeding and experiments through liquid crystal display.

The SmartCamp day Valley Restaurant, which is owned by leonton pharmaceutical, provides on-site cultivation and exquisite French cuisine.

Green vegetables grown in containers are not only good looking backdrops, but also show relevant videos and videos to tell you vegetables at different stages of harvest.

Through the rich background of pharmacology and nutrition, with seasonal fresh vegetables, we provide a balanced, fresh and delicious meal matching.

Coincidentally, Subway's sandwiches of vegetables and tomatoes are fresh pickled on the spot.

In addition, drink tycoon Suntory opened the Museum of whisky, tasting wine while enjoying the food; Daikin went out of the flagship shop to experience the instant of fresh air blowing; Softbank moved out of the robot reception, while the famous mountaineering supplies shop, Hao Shan villa also opened an indoor climbing gym. SmartCamp also extended the beauty Spa called HOLISTICLAB, providing skin care, Spa, foot care and other nursing programs.

About a dozen well-known businesses opened experience stores or flagship stores.

It is said that 7 million people arrived in a week in April 26, 2013.

These two new shopping centers not only have broad vision, unique taste and sharp catching trend, but also create a new standard of urban life.

It brings us important inspiration: shopping mall in the design and beautification of commercial space, organization of effective lines, pleasing people's physical and mental at the same time, we must straighten out the concept of harmonious relationship between business and landscape, can not spare no effort at all, to lose sight of one another, to achieve a harmonious win-win situation, mutual promotion can achieve two benefits.