Kao steps up customer care

Japan's Kao Cosmetics is to install a counter customer support system for use in supermarkets and department stores from the end of this month.

Kanebo Cosmetics along with its parent company Kao has developed a new over the counter customer support system for use in supermarkets and department stores. The company is to begin installing the system in the 1,850 stores in Japan that stock its cosmetics from the end of this month.

The new system uses a touch screen panel that enables customers and counter staff to share skin measurement and analysis data from scanning and photographic devices. The system can store a customer’s historical data and make comparisons through accessing its various databases.

The new software has been designed to be exceptionally user-friendly and to help the flow of communication between customer and brand. By centralising the databases, the company is making it possible for customers to access their personal details at any of its stores and talk to beauty assistants who are fully informed of their preferences and needs.

The two companies have shared their independently developed technologies and experience to develop the new system. However, they will not be pooling their data about individual customers.

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