XM Knowledge Base
LIXIL + QUALTRICS
Design and improve better customer and employee experiences
LIXIL achieved
10%
lift in engagement in first 5 months
6x
faster speed
to insights
Increased customer
lifetime value
Overview
LIXIL’s purpose is to make better homes a reality for everyone, everywhere. To get there, LIXIL recognized the critical need to deliver superior experiences for its approximately 60,000 employees and wide range of consumers across 150 countries. The company started using the Qualtrics Experience Management (XM) Platform in Japan to listen to the voice of its employees and consumers.
The power of great experiences
Listen, understand,
act in real-time
Powered by Qualtrics CustomerXM and Qualtrics EmployeeXM, LIXIL has successfully digitised and achieved full control of the company’s employee and consumer engagement programs to unlock real-time insights.
Using EmployeeXM, the company is able to complete the entire employee engagement process in-house – from question setting through to distribution and analysis. This increased flexibility and capability has significantly increased operational efficiency, with the program now completed in weeks compared to 3 months previously.
This ability to listen to what matters and act in real-time has had an immediate impact, with LIXIL improving employee engagement by 10% in the project’s first 5 months.
The value of Qualtrics is today realized across LIXIL’s entire business in Japan, with insights guiding the company’s customer-first mindset. Meanwhile, CustomerXM has also been implemented in major showrooms in to provide in-depth, real-time analysis of consumer feedback.
An improved experience at every touchpoint
Faced with an increasingly competitive market, LIXIL started using CustomerXM to improve the user experience. Currently used in LIXIL’s showrooms, the company is now considering rolling out Customer XM at other contact points with customers to help increase customer lifetime value and maximise return on investment.
Gathering and integrating multiple consumer insights on the single Qualtrics platform in real-time enables LIXIL to identify and deliver the services and communications customers want. The agile functionalities delivered by Qualtrics will help LIXIL develop tailored and differentiated products, services, and business models to achieve further differentiation.
Control to get the
data you need
The simplicity and speed of the Qualtrics XM Platform is fostering a culture of action and improvement at LIXIL. Senior leaders are able to access and understand insights in real-time using the platform’s visual dashboards, while programs can be configured at scale to focus on immediate issues and concerns.
Rapid access to in-depth insights that can be analyzed to meet individual needs gives managers the control, functionality, and data needed to effectively manage their teams regardless of size.
LIXIL + Qualtrics
LIXIL leverages the power of XM to improve employee engagement and become more customer focused.
LIXIL Corporation (LIXIL) a maker of pioneering water and housing products, home to some of the most trusted names in its industry, including INAX, GROHE, American Standard, and TOSTEM. LIXIL’s purpose is to make better homes a reality for everyone, everywhere. To make this reality, LIXIL recognized the critical need to deliver superior experiences for its approximately 60,000 employees and wide range of consumers across 150 countries.
LIXIL.COMIndustry
Manufacturing
Region
Asia Pacific
Company Size
Large
Business Type
B2C, B2B