Page 10 - The Tyreman V45 2014-3
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“The Pro Shop is our contact point with the customer. To be able to gather feedback from customers for our product de- velopment, we always remind our Pro Shop operators to stay in touch with customers through active communication and by listening to them as well as sharing with them the value that Bridgestone tyres can provide. We believe that will ulti- mately lead to an increase in customer satisfaction.”
Takekawa revealed that the company aimed to capture the market not only through demand areas, but also through sur- face development.
“We believe that the sales channel expansion is an important activity that can help to increase the number of customer contact points. Although we like to increase the number of Pro Shops by 10 to 20 per cent every year, quality is far more important than the quantity,” stressed Takekawa.
To ensure that the quality of the Pro Shops was well main- tained, Takekawa said the company had developed a new audit system last year. “The main purpose of this new audit system is to help align the quality of all our Pro Shops and guarantee their consistency, so that all the Pro Shops will improve and move towards the direction of providing better customer satisfaction in terms of products and services.”
Given the speed of change in the market environment, Takekawa admitted that it was hard to accurately predict what it would be like in the next couple of years. However, assuming that economic growth was stable, he foresaw sta- ble growth in the demand for vehicles, leading to an increase in vehicle products and sales opportunities.
“Bridgestone plans to expand its market presence and to im- prove the customer’s recognition of our brand. To achieve this, we are constantly monitoring market changes such as the business environment, and studying customer prefer- ence. This will help us to develop a suitable strategy to grow in the Malaysian market. Internally, we are working to speed up our decision making process and to increase our level of innovation, so as to continue to generate new value for society and customers.”
Bridgestone Pro Shop is the company’s contact point with the customer.
08 tyreman 2014/3
新的Pro Shop 审核系统
