A New Form of Financial Security and Future Potential

Money Across All Areas of One's Life and for Shaping the Future

Aya: In the past, money could only be viewed in terms of specific applications; you buy insurance from insurance companies, deposit money in banks, invest through securities firms, and purchase homes through real estate companies. There were no means of looking at money across all areas of one's life. People at MARUI GROUP, however, possess such a means in the form of their connections with customers. Moreover, they are able to engage with these customers in a face-to-face manner. This vantage point allows people at MARUI GROUP to move beyond simply talking about money in terms of household finance or investment and act as partners that help give form to the concept of money as it pertains to one's lifestyle or life.

Satoko: I think the idea of viewing money in terms of all areas of one's life is very important. After participating in this seminar, I started discussing the future with my family. This may be a bit of an exaggeration, but I have come to think that talking about money can help people shape their future. Realizing this has given me a new sense of contentment.

Aya: I am also fond of the idea of money being used for "shaping." When I first spoke with President Aoi, I remember being moved by his talk of how MARUI GROUP sees all of its business assets as being borrowed from society. People may mistreat the things they see as belonging to them, but they will be more careful in their treatment of the things they borrow, striving to return them in a better condition than when borrowed. I believe that increasing the number of people who think about their lives and money is tantamount to returning borrowed assets to society after shaping a better future for them.

Hiroyuki: Customers come to Marui stores because they hope to find something good there. In the past, this was furniture and fashion. Today, we have grown to offer financial services and peace of mind. There are a lot of older customers who still associatem. H Marui stores with younger generations or with clothes. I think all we need to do is to tell them what Marui is offering now, which I'm sure will change how they view our stores.

Aya: It would seem that, no matter how the products MARUI GROUP handles may change, the desire of employees to help customers and contribute to their happiness, which lies at the core of the Company's activities, will remain unchanged. As Marui stores are open at night and on weekends, customers can go whenever they please without feeling as though that time is "lost." This fact makes visiting Marui stores a positive experience. Another strength of MARUI GROUP is that it can inform customers, even those that are not currently concerned with money, about the seminars it offers or the systems it will introduce.

Kenta: What will change going forward is the products we offer, not the desire to help our customers that has always driven us. I look forward to increasing the range of opportunities for customers to discuss money with ease going forward. To those of us at MARUI GROUP, the ability to issue credit cards on-the-spot in stores seems completely normal, but it is actually something that is quite impressive. It would be even more impressive if our next step found us supporting the lifestyles of customers.

Yoshimi: EPOS cards are not only issued at MARUI GROUP stores; we also have application centers in other commercial facilities located throughout Japan. The scope of our EPOS card operations will continue to grow in the future. If employees have a better grasp of financial concepts, they will be able to provide customers with a wider range of information. I think the type of financial information MARUI GROUP staff will offer customers will not be difficult to understand, but will rather unlock new possibilities for them.

Joy Brought About by Financial Inclusion

Satoko: Most people have concerns regarding money, even if these concerns are vague. These concerns linger in the back of their minds, but they are often unable to take the initiative to resolve them. If we could provide an easy opportunity for them to address these concerns in an atmosphere of trust, it would contribute to co-creation and to a greater sense of happiness.

Kenta: By learning about finance, I came to understand how money should be invested and saved and how to live a happier life. I really think that money is integral to our lives. Questions about money differ from, for example, questions about clothing, which one can now answer for themselves simply by using the Internet. When it comes to money, many people, myself included, are not very knowledgeable. I am therefore confident that customers will take an interest in these topics.

Aya: The focus should not be the financial products themselves, but the mission these products are meant to fulfill. This approach will better contribute to customer happiness and to forming bonds.

Yoshimi: Such an approach would no doubt help us resolve customer issues. In fact, it would enable us to assist customers in a very direct manner.

Hiroyuki: I have long thought that good customer service was a form of added value. If we could go even further and provide services with even greater value, it would be something truly impressive. Such services would make our work more enjoyable by providing more opportunities to offer customers the type of advice that will truly help them and that they will fully appreciate. I want to begin giving customers financial advice as soon as possible so that I can help them live content lives.

Aya: One day, customers may come to speak enthusiastically of all they learned when visiting a Marui store on topics including credit cards, retailing, products, household finances, and investment. This excitement itself will be a form of financial inclusion. After helping a customer revise their insurance policy, for example, MARUI GROUP employees could go a step further to suggest that they invest the extra income the revision freed up for use after retirement or utilize this income to go on a family trip. Such proposals would make customers more proactive toward money. Wouldn't that be exciting? Moreover, such proposals would build trust with customers while bringing the employees making the proposals more joy in their work. No matter how much specialized knowledge a financial planner may possess, they still have to wait for customers to come to them. Marui stores, meanwhile, have always been a viable way to connect with customers in their real lives. This means that you can offer consultation to customers in a place that they are very familiar with. As a financial planner, I believe this ability is an amazing asset that is unique to MARUI GROUP.