LG

- In a pre-recorded New Year’s speech delivered on December 20th, LG Chairman and CEO Kwang Mo Koo stressed the virtuous cycle of customer value creation: when employees proactively discover and actualize customer value, it leads to personal growth, which in turn creates more touching experiences for customers and helps LG become a stronger company loved by the customers.
 
- “When all LG staff find and create customer value in their own way, always prioritizing customer satisfaction, that is when LG becomes a truly sustainable company,” said Koo. “I'll make sure your efforts and challenges are recognized and lead to bigger opportunities and personal growth.”
 
■ His message for 2023: building on the development of customer value management over the past four years, each LG employee should find ways to create customer value and pursue personal growth in the process, touching the hearts of customers and helping LG grow in a sustainable manner.
 □ He urged LG employees to “become LG’s key players and create customer value in your own way in 2023,” adding that employees are “customer value creators.”
 □ Koo also defined his own customer base and value and promised to put it into action: “My customers are all of you who touch the hearts of our customers. The customer value I create is helping all LG members realize their dream of customer satisfaction.”
 □ He first proposed placing customers first as a key future growth strategy for LG in his New Year’s speech for 2019. Since then, the concept of customer-centric management has evolved: identifying pain points from the customer’s perspective (2020), deeply understanding and empathizing with customers (2021), and concentrating on valuable customer experiences (2022).
 
■ Just like last year, the New Year’s message was sent out before the new year instead of at the beginning of the year. The deliberate timing allowed employees to calmly close the year and get ready for the coming year. Half the message featured voices of LG employees to better engage with staff.
 
 
On December 20, 2022, LG Corp. Chairman and CEO Kwang Mo Koo sent his New Year’s video greetings to all group employees around the world with a personalized subject line stating simply “Hello [Employee Name], this is Kwang Mo Koo.” Similar to last year, the New Year’s message was deliberately released before the new year instead of at the beginning of the year to allow employees to calmly close the year and get ready for the coming year.
 
Since taking office as group chairman in 2019, Koo placed an emphasis on prioritizing customers as a future direction of LG and continued to refine his message of customer value management. In 2019, he defined three unique customer values for LG: “transforming customer's lives along with satisfaction,” “being ahead of others,” and “continuously creating value.” In 2020, he called for a focus on customer pain points as the starting point for realizing customer value. In 2021, he asserted deeper understanding and empathy towards customers through micro-segmentation. And in 2022, he proposed creating valuable customer experiences that customers would not want to live without.
 
In his New Year's message for 2023, the chairman highlighted the importance of LG employees taking the lead in creating customer value, saying: “When all LG staff find and create customer value in their own way, always prioritizing customer satisfaction, that is when LG becomes a truly sustainable company loved by our customers.”
 
He opened his remarks by saying, “I would like to express my gratitude to all of you who have done your best to provide customers with even more valuable and amazing experiences.” He added, “We’ve put ourselves in the shoes of each and every customer in our efforts to create valuable experiences and we are making great strides to create an LG that is truly loved by our customers.”
 
He called those who challenge themselves to create higher customer value “customer value creators,” proposing that “In 2023, I hope each of you become key players in LG, discovering new ways to create customer value. To do so, it’s essential to think about who our customers are and what value we want to deliver to them.”
 
“My customers are all of you who touch the hearts of our customers. The customer value I create is helping all LG members realize their dream of customer satisfaction,” said Koo. “I'll make sure your efforts and challenges are recognized and lead to bigger opportunities for personal growth.”
 
He concluded his message by saying, “Let’s bring together customer values created by each and every LG employee around the world so that we can invent experiences that can transform the lives of our customers everywhere.”  
 
In this year’s New Year’s message video, LG employees also made an appearance, sharing their thoughts related to customer value. The video features Chairman Koo and LG employees discussing their perspectives on who the customers are and what customer value is. More than half of the video covered the voices of employees working in different fields. 
 
A member of LG Chem's Pediatric Endocrinology Business Team talked about the value he is striving to create: “My customers are children who are anxious about their smaller-than-average height. The customer value I create is giving them the confidence to play and have fun with their friends with the help of growth hormones.”
 
A member from LG Display's Safety Team said, “My customers are my colleagues and their dear families, and the customer value I create is a happy evening for them.” 
 
A member of LG Energy Solution’s battery plant in Wrocław, Poland, added, “My customers are companies that want to put out EVs on the road. I want to help create a clean environment where children can enjoy clean air by producing high-quality batteries.” 
 
Since 2020, LG has been producing digital New Year’s messages annually, replacing the offline gathering at a hall, to ensure all LG employees around the world can access the message regardless of time and place. LG prepared additional versions with English and Chinese subtitles.