Short clip: Sony focuses on customer service

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>> I've seen a few presentations that you've given on customer service; and it struck me that, as a CIO, that you're very involved with it. Is this a big focus for you in Sony?

>> Yes. Certainly, as I mentioned before, sales and marketing is a very key area for us. And, you know, from a customer perspective, I think if we're customer centric and we put ourselves in the customer's position, you realize that the average customer doesn't quite know how to -- is not an expert in electronics products. So they don't understand maybe 10 ADP or High Def and Blu-ray and all these terms. So that's one complicating factor for a customer. The other is the ways they can come to Sony. They can come to our web site. Of course, they can come to a Sony Style store. They can go to a big box retailer like Cosco or Walmart or an electronics chain like Best Buy or another e-tailer. They hear about things from their friends and family. So it's a complicated product, and in many ways to find out about it and research it. It's a high enough ticket item that they want to make sure they make the right purchase. So we try to make sure, from a customer perspective, any time they ask questions about our products, they kind of know -- get the right information at the right time and can make informed decisions as they go through that process. And then, once they get the product, we want them to have, you know, good out-of-box experience. And anytime they have a service question or a support question, that also has to be seamless, even if they come to Sony or go through a third party to get questions answered.

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==== Transcribed by Automatic Sync Technologies ====