#Japan #Tokyo #Goldwin #CX Management #EmotionTech

Goldwin's Commitment to Customer Experience Enhancement

Goldwin Co., Ltd., a prominent name in sports and outdoor gear in Japan, has announced its plans to implement the customer experience (CX) management service, EmotionTech CX, starting from May 2025. The company aims to elevate the customer experience on its online platforms by leveraging advanced analytics and a more empathetic approach toward customer sentiments.

Background of EmotionTech CX Implementation

Founded in 1951, Goldwin has established itself with a purpose that focuses on leading people toward challenges and enhancing their experiences with nature. The brand is well-known for its high-quality outdoor and sports products, including well-recognized labels such as The North Face and Helly Hansen. Previously, Goldwin utilized the Net Promoter Score (NPS®) to gauge customer experiences. However, the integration of EmotionTech CX aims to go deeper by focusing on the emotional aspects of customer interactions.

By adopting EmotionTech CX, Goldwin seeks to fortify its customer experience initiatives through enhanced measuring frameworks and transactional surveys at various customer touchpoints. This technology will enable them to delve more into customer feelings, aiming to provide a richer and more meaningful shopping experience.

Reasons Behind the Adoption of EmotionTech CX

Several distinct features of EmotionTech CX have contributed to Goldwin's decision to embrace this service:

• - Diverse Survey Distribution: The capability to segment NPS evaluations across multiple surveys allows for nuanced assessment of customer feedback.
• - Support in Survey Design: Understanding the goal behind each survey leads to tailored questions that yield better insights.
• - Visualization Dashboards: The system provides a transparent view of survey results, enabling quicker identification of challenges.

Goldwin aims to build a robust structure for obtaining evaluations from new perspectives, streamlining and enhancing their service offerings through careful reviews of past survey practices.

Testimonials from Goldwin's Team

A representative from Goldwin’s EC Sales Department expressed their anticipation for the benefits of adopting EmotionTech CX. They have conducted regular surveys to calculate NPS scores and are eager to visualize trends over time, as well as the impact of various questions on improvement efforts. The journey map analysis provided by EmotionTech CX has proven to be a powerful tool for internal communication and aligning priorities swiftly across the company.

They noted, “We are looking forward to integrating EmotionTech CX with various KARTE services, facilitating immediate CRM responses and in-depth survey deployments tailored to customer feedback.”

About Goldwin

Goldwin prides itself as a 'lifestyle creative company' centered on three pillars: product creation, experience facilitation, and environmental stewardship. With a commitment to maximizing human performance while minimizing environmental impact, the company actively engages in crafting outdoor clothing, marine wear, and athletic apparel that resonate with nature and sports enthusiasts alike.

Their overarching goal is not just to foster human potential but also to enrich the natural environments where people interact and explore.

Company Overview

• - Name: Goldwin Co., Ltd.
• - Headquarters: 3-5-6 Kita-Aoyama, Minato-ku, Tokyo
• - CEO: Takao Watanabe
• - Business Overview: Manufacturing and sales of a variety of sporting goods
• - Capital: 7,079 million yen
• - Founded: December 22, 1951
• - Employees: 2,930 (as of March 2025)
• - Website: Goldwin

Understanding EmotionTech CX

EmotionTech CX stands as a key player in enhancing customer experience management. Utilizing patented journey map analysis, it effectively categorizes and analyzes customer survey responses with high precision. This enables companies to clearly identify the strengths and weaknesses of their services and products, along with outlining priority areas for improvement.

With a mission to eliminate complexity in customer analysis, EmotionTech CX seamlessly integrates survey creation, advanced analysis, and data infrastructure, supporting businesses in making informed, data-driven decisions swiftly.

For more information, you can visit their service page or read case studies at EmotionTech Cases.

About EmotionTech Co., Ltd.

EmotionTech Co., Ltd. aims to create a society where businesses routinely center their activities around customers and employees. They offer a range of services, including EmotionTech CX, AI-driven Voice of Customer analysis service (TopicScan®), and services to enhance Employee Experience and Engagement (EmotionTech EX).

Company Overview

• - Name: EmotionTech Co., Ltd.
• - Headquarters: 1-1-1 Nishi-Shinjuku, Minato-ku, Tokyo, 11F Hibiya Fort Tower
• - Founded: March 2013
• - CEO: Yoshimitsu Imanishi
• - Business Overview: Services aimed at improving customer experiences and analyzing customer feedback
• - Website: EmotionTech