Epson puts customer experience at the heart of its business operations
Customers always come first for Seiko Epson, a large Japanese manufacturer of printers and information- and imagingrelated equipment.
Its most basic business principle is listening to customers, the company said, and never refusing a request or finding reasons to turn down a request from a customer or external partner.
“We believe that customer demands for increased productivity and reduced environmental impact in the office and industry are an opportunity,” said Akihiro Fukaishi, president of Epson China.
In the 2018 fiscal year, which ends on March 31, 2019, Epson will continue to focus on improving user experience and upgrading its “It’s In the Details” campaign to “Details Define the Future”.
When the campaign was first launched in November 2017, Fukaishi elaborated on its essence — focusing on efficient, compact and precision technology and always paying attention to the quality of products so as to surpass users’ expectations and win trust from business clients.
He said the first “It’s In the Details” pan-Asia business-to-business campaign focused on conferences, offices and production, while “It’s In the Details 2.0” is more concerned with businesses, intelligent manufacturing, creative creation and home education.
Epson’s integrated output devices for the office create a worry-free work environment and enable business customers to stand out from the competition, Fukaishi said.
In terms of intelligent manufacturing, Epson’s new Scara T6 robots can save on labor costs, improve efficiency and occupy less space, he said, adding that the company’s new T-series large-format color inkjet printers are perfect for construction and advertising companies, as they produce precise lines, vibrant colors and clear details.
Epson’s products are not just machines, but tools that allow customers to explore new fields, Fukaishi said.
“For fashion designers, our new Monna Lisa digital textile printer will help them customize products and develop high-end fashion design customization,” he said.
“Our new LS-100 home projectors help protect the eyes more, which will make parents feel more comfortable with their children watching movies.”
Such a projector can upgrade a family’s interactive entertainment experience and make everybody’s lives easier and happier, Fukaishi said.
Meanwhile, Epson’s new Ecotank series of products can print documents directly through the WeChat app. This integrated design has led to a printer that’s smaller than any previous generation and comes in multiple colors to suit every home. The CISS-series also boasts zero ozone or PM2.5 emissions, helping make home education and interactive communication more convenient and carefree, Fukaishi said.
Epson’s WeChat printing solution is a result of it implementing a “technology plus localization” strategy in China, which emphasizes the company strengthening cooperation with local technology partners and listening to local customers.
“Our core strength is the various technologies on hand,” Fukaishi said, adding that these innovative technologies, such as PrecisionCore inkjets and pressure sensors, satisfy customers by providing efficient, productive and eco-friendly products.
In the future, Epson hopes to cooperate with more Chinese software, hardware and internet companies to build products that are more localized and better suited to domestic usage habits.
Convenient mobile printing solutions are in high demand in China, said Fukaishi, adding that localizing its products was important for Epson moving forward.
As WeChat is the most popular messaging app in China, teachers often send homework to students via the platform. Epson said it understands its customers’ needs and will strengthen its cooperation with WeChat to make printing from the app even more convenient.
The Epson Ecotank printer makes it easy to print photos and documents from WeChat without regional restrictions, and can also be used for remote printing. “For home users, even if the parents are not at home, the children can still do their homework,” said Fukaishi.
The Epson, founded in 1942, has invested more than $822 million in China. It has 12 manufacturing, sales and service organizations and more than 16,000 staff members in the country. Its main businesses in China involve information-related products such as printers, scanners and projectors, electronic components and industrial robots.