LG

■ In the time since Chairman and CEO Kwang Mo Koo introduced the concept of ‘Prioritizing Customer Value' as LG's way forward, the management theme has driven innovation and excellence efforts across the company. Under CEO Koo's leadership, LG has prioritized customer value management, establishing dedicated organizations and implementing practical changes across various customer touchpoints such as call and service centers and stores.
 
■ The LG Awards ceremony underscored LG's dedication to customer value, recognizing teams that excel in creating exceptional customer experiences. The 'Best LG Award' was awarded in the 'Customer Contact' category; a new category named the ‘Special Award for Impressing Customers’ was introduced; and, the golden 'LG Customer Impression Badge' was also among the honors.
 
■ The LG Electronics and LG Display project team was praised for developing the 'Best Gaming TV' for its 48-inch OLED TV; the LG Energy Solution China team, which demonstrated customer value by achieving the highest yield and supplying customers' needs in a timely manner, received the ‘Best LG Award.'
 
■ CEO Koo congratulated all the winners: "Taking immediate action and addressing customer needs with sincerity is the innovative spirit that LG strives for."
 
 
LG held its annual LG Awards ceremony on the 30th at LG Sciencepark in Seoul, honoring teams that have excelled in delivering outstanding customer value through innovation and service excellence over the past year. After Chairman and CEO Kwang Mo Koo introduced a new management theme emphasizing the importance of practicing customer value in the way forward, LG has intensified its efforts to understand and empathize with customers, leading to tangible improvements in customer satisfaction.
 
Acknowledging the imperative of addressing customer pain points, LG has established dedicated customer value innovation organizations at each affiliate to drive systematic improvements at every stage of the customer journey. These initiatives have resulted in tangible changes, such as enhancing call center efficiency, extending service center hours, and creating more inviting spaces for customer consultations. 
 
To promote these changes, the LG Awards, a group-wide innovation award, also recognized innovative product and technology development and business performance from a strictly customer value perspective. In particular this year, ‘Best LG Award’ was awarded separately in the ‘Customer Contact’ category to recognize and encourage the efforts of frontline customer contact members, such as service and call centers and B2B customer response departments. A ‘Special Award for Impressing Customers’ was also created to inspire pride in the teams' customer-centric efforts.
 
The top prize, the ‘Best LG Award’, was presented to the teams that delivered the best customer value in each of the following three categories: Customer Contact, Market Leadership, and Foundational Process.
 
In the 'Customer Contact' category, Lim Ho-sung of LG Electronics' Hongseong Service Branch was recognized for his genuine and family-like service during a TV repair process, going above and beyond to ensure customer satisfaction. The elderly customer’s TV parts needed for the repair were delayed due to the coronavirus, so he proactively arranged for a rental TV as he was concerned that the customer would be left without a TV for some time. He also installed it that night and continued to call to check and explain the progress of the service.
 
The story came to light when the customer's daughter wrote on the LG Electronics website, "I'm so grateful and want to treat you to a meal."
 
"It reminded me of my parents in my hometown, who watch soap operas every day and like to follow singers and other programs on weekends," said Lim.   
 
In the 'Market Leadership' category, The LG Electronics and LG Display project team was lauded for developing the world’s first 48-inch OLED TV certified with G-Sync (a compatibility feature that minimizes screen tearing) for gaming. It set a new standard for gaming enthusiasts with superior features and has been named the 'Best Gaming TV' by the community.
 
In the 'Foundational Process' category, the LG Energy Solutions China team won for achieving the highest yield through AI-enabled automation in the expansion of a battery factory and efficiently meeting customer demand.
 
In addition to these awards, the 'Special Award for Impressing Customers' was presented to 13 teams for their exceptional efforts to enhance customer experiences at touchpoints such as service centers and call centers.
 
A dedicated employee at a LG Electronics service center branch in Ulsan went above and beyond to assist a customer with a hearing impairment. Using a notebook to communicate effectively, the employee not only addressed the customer's original repair request for a microwave, but also took the time to explain details about a third-party product he was using, ensuring the customer's complete satisfaction.
 
In another instance, a concerned LG U+ customer reached out regarding his wife's smartphone connectivity issues with their son in the US. Despite being with a different carrier, LG U+'s Gangnam Operations Team’s senior associate showed exceptional dedication by liaising with carriers in both the US and Korea, making five visits to the customer’s home in Ulsan to fully resolve the issue.
 
The head of LG Energy Solutions Automotive North Americas marketing team showed exemplary dedication in supporting a customer who wanted to launch an electric pickup truck ahead of schedule. Going beyond meeting production timelines, the team leader forged a long-term partnership with the customer to ensure mutual success and satisfaction.
 
LG also honored the winners of the Special Award for Customer Experience with prestigious gold LG Customer Experience Badges. These badges were also presented to nominees recognized for their outstanding efforts at various customer touchpoints. Mr. Koo personally presented Mr. Lim Ho-sung, winner of the 'Best LG Award’, with the badge, symbolizing LG's appreciation for exceptional customer-centric efforts.
 
"Taking immediate action and addressing customer needs with sincerity is the innovative spirit LG strives for,” said Mr. Koo, expressing his heartfelt congratulations and gratitude to all winners. “I am confident that the sincerity you’ve demonstrated today will pave the way for even greater innovations that will positively impact the lives of our customers.” 
 
Given the COVID-19 situation, the ceremony was attended by approximately 20 people, including Chairman Kwang Mo Koo, senior executives, and winning team leaders. More than 420 other winners participated and interacted in real-time using video and open chat platforms.