Case Studies

Visualizing the Voices of Customers: from e-Commerce to Retail Locations

April 19, 2023

Koeeru Inc. and Hamee Corporation (Odawara, Kanagawa, TSE Code: 3134), through support of Kanagawa Prefecture’s BAK NEW NORMAL Project 2022, are proud to announce a POC test for retail and e-commerce customers, whereby both companies worked to jointly develop a new platform that utilizes voice of consumer data to improve retail customer engagement.

Outline of the POC Test

Both companies are working toward the joint development and promotion of a new customer engagement platform–one that collects, stores, analyzes, and visualizes voice of consumer data. This data, which represents the “hearts and minds” of customers, has been hard to collect for retail companies, or, even if they have collected it, such businesses have had a hard time fully utilizing it.

In this demonstration experiment, Koeeru will collect VOC data from both online and offline sources, with the aim of collecting, analyzing, and visualizing the data easily on the platform. In addition to collecting data on Hamee’s online store selling mobile accessories, we will also conduct independent verification of the data, both online and offline, through the cooperation of retail stores within Hamee’s wholesale network.

Online Sales

Koeeru has created a proprietary tag to measure customer on-page behavior in owned media and Shopify EC sites, allowing for the display of popup surveys based on specific purchasing behavior. In addition to both measuring and visualizing precise information about pre-purchase customers, the system also combines collected information with order data from Shopify and the Next Engine EC centralized management system, allowing for a more detailed marketing analysis that reflects both customer behavior and customer demographic attributes.

Offline Sales

Flyers with QR survey codes* will be distributed at SmartLabo and UNiCASE stores operated by T-Gaia Corporation. By providing T-Gaia with the survey results of customers who made purchases at these stores, Hamee can collect and analyze information from customers of its wholesale network, including customer data from SmartLabo and UNiCASE.

*This survey will be conducted until March 31, 2023.

Post-POC Plans

After the completion of this trial, Koeeru plans to develop direct marketing functions for municipal tourism boards, including OMO* promotions, global consumer information analysis using its cross-border EC know-how, and more accurate recommendations and web-based advertising through consumer segmentation. We plan to develop direct marketing functions such as more accurate recommendations and web advertisements by utilizing the analyzed customer segments. Through this demonstration experiment, we aim to further contribute value to the retail industry as a whole.

*OMO (Online Merges with Offline): A marketing method that allows customers to receive services both online and offline without making a distinction between the two.

Company Information

Hamee Corporation

  • Name: Hamee Corporation (TSE Prime Stock Code: 3134)
  • Established: May 1998
  • Representative: Ikuhiro Mizushima, President and Representative Director
  • Location: Square O2, 2-12-10 Sakae-cho, Odawara-shi, Kanagawa
  • Business Description: EC support and SaaS businesses, development and manufacturing of smartphone accessories, EC development in the U.S., China, and South Korea

Koeeru Inc.

  • Name: Koeeru Inc.
  • Established: March 2021
  • Representative: Michael Gregory McDowell, Representative Director
  • Location: Yamaguchi Bldg. 3F, 1-8-1 Ogigayatsu, Kamakura-shi, Kanagawa-ken (Kamakura Headquarters)
  • Business Description: Development of customer data platforms (CDP) specialized in VOC, customization of self-developed VOC products based on design thinking, the provision of unique DX solutions
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