[Earth Day with LG🌎] LG’s Earth Day Commitment: Taking Part in the Fight Against Plastic Pollution
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By News Reporter
Good product design is all about understanding and meeting customers’ needs. As a leader in the home appliance industry, LG integrates ‘customer-centricity’ into every stage of the design process to ensure its products deliver a more convenient and emotionally satisfying user experience. The company continues to show the way forward, making innovative appliances and smart home solutions for a better life based on its ‘3F’ design philosophy.
The Essence of 3F: Fit, Feel, Finish
“LG uses the term ‘3F’ to refer to the appearance, performance and other tangible and intangible qualities of its products experienced by the customer,” said Chung Wook-jun, vice president and head of H&A Design Lab at LG Electronics’ Life Innovation Design Center. “In essence, 3F is a set of principles that guides the company as it weaves the core values of completeness, ease of use and emotional satisfaction into each product it makes.”
3F stands for Fit, Feel and Finish. ‘Fit’ refers to seamless (zero gap) product design and overall design uniformity, while ‘Feel’ encompasses the smooth and resilient operation of moving parts as well as the satisfying feedback that interfaces, doors and other components provide when handled by users. ‘Finish’ focuses on matching the right colors with the right materials and achieving a clean, consistent aesthetic across product lines. The definition of 3F has gradually expanded over time and now extends to elements such as ergonomics, user experience (UX) optimization and user interface (UI) usability.
Officially introduced in 2001, 3F is now deeply ingrained in the way LG works. The company even formed a specialized organization to focus on 3F, which collaborates closely with several departments – including product planning, design, development, quality control and sales – to maintain a cohesive approach to customer-centric design.
Customer-Centric Design Research
The core aspect of 3F work is to guarantee the completeness of every product LG develops. Through securing a high level of completeness in the development phase, the company helps to prevent potential quality issues from arising during production.
At the concept planning stage, LG identifies and addresses any deficiencies or inconveniences associated with previously released models to prevent their recurrence in new products. Using its own internally developed ergonomic standards, the company thoroughly evaluates products for ease-of-use and to determine if further improvements are needed. Prior to finalization and mass-production, LG re-evaluates its products using up to 160 different criteria to assess whether completeness has been achieved.
When a prototype is produced at the design verification stage, it is tested under actual usage conditions. Data-driven feedback derived from these tests – such as the precise measurement of the force needed to open an appliance’s door – enables the relevant departments to make necessary adjustments.
Quality testing at LG involves extensive processes to ensure products meet usage and reliability standards. Should a product fail any test, LG carefully identifies and addresses the root cause of the issue. Subsequently, the product undergoes hundreds of additional tests until it meets the company’s exacting internal standards. Multiple methods are employed to confirm that each unit produced matches the usability and reliability standards set during the development phase. The data gathered throughout these various processes is meticulously analyzed to refine future designs.
Subtle Details that Reflect LG’s 3F Design Principles
The recently launched LG SIGNATURE washer/dryer exemplifies the company’s commitment to its 3F design principles. Manufactured using the same methods employed to produce luxury goods, the washer/dryer successfully delivers the ‘high-end’ aesthetic and feel of LG’s original design concept. The attention to subtle details that is so much a part of 3F design can be seen in the dryer’s filter grip, which has been designed in accordance with knuckle-width studies and numerous customer acceptance surveys to provide optimal usability.
To enhance the sophistication and operability of the control knobs applied to its washing machines, LG conducted a comprehensive range of 3F research initiatives and even developed its own custom measuring equipment. The company’s efforts led to the creation of a control knob reminiscent of the center-console control dials found in luxury automobiles, providing a pleasingly premium look and feel while also contributing to a better user experience in both a practical and emotional sense.
Introduced last year on select LG refrigerator models, the Auto Soft Closing System is another example of LG’s customer-centric 3F design. The system uses dampers to ensure that the refrigerator door closes softly and quietly, enhancing usability, convenience and customer satisfaction.
The 3F design principle, which reveals LG’s strong commitment to the pursuit of perfection, is intertwined with another uniquely LG concept: ‘Affection-ism.’ Affection-ism could be described as a ‘design mindset,’ centering on caring for customers via the delivery of ‘Uncompromising Customer Experiences,’ ‘Human-centered Innovation’ and the ‘Warmth to Power a Smile.’ By staying true to its core values and customer-first philosophies, LG will continue to provide products that exceed expectations and make everyday life that much better.
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By News Reporter
In the first episode of the ‘Customers at Heart’ series, we take a closer look at how HiTeleservice – LG’s dedicated customer service subsidiary – is enhancing the customer experience through improved customer service around the world.
In the cutthroat world of business, having a great product isn’t enough. Companies need to excel in distribution, marketing and innovation to stay ahead. But even with all that, poor customer service can destroy a brand’s reputation and the loyalty it took years to build.
LG knows this well and is stepping up its game in customer service on a global scale. The goal is to create a standout customer experience by applying its proven customer care expertise from home to abroad.
This year marks the start of a new chapter, with HiTeleservice – LG’s customer service arm – setting up a robust support system to help boost the performance of LG’s service centers worldwide. HiTeleservice’s expert Customer Service Representatives (CSRs) will take the lead, sharing their knowledge and skills in customer service practices, talent development and operational strategies internationally.
The plan is to iron out any differences in service quality that come from cultural and operational variances, aiming for consistently high service standards everywhere LG operates. With Customer Care Centers in over 40 countries, supporting more than 50 languages, LG is serious about providing top-notch support, whether online or offline.
HiTeleservice is now ready to roll out significant support after a thorough review of LG’s global customer service operations. The first step is to upgrade the skills of global CSRs with best practices in customer service, focusing on problem-solving from the customer’s viewpoint. They’ll also get access to English training materials from LG’s learning platform.
But it’s not just about a one-off training session. LG is building a system for ongoing CSR talent development and providing advice for running an efficient organization. This long-term strategy is all about keeping service standards high through continuous improvement.
Moreover, HiTeleservice will offer comprehensive training programs to its own CSRs, including language skills for better global communication and specialized training to hone their core competencies. The aim is to develop customer service pros capable of providing expert advice whenever and wherever they’re called for assistance overseas.
In accordance with its recent reinterpretation of AI as Affectionate Intelligence, LG believes that AI can be harnessed to foster more compassionate and understanding customer experiences. Consequently, the company is progressively incorporating AI into its customer service operations.
One such AI innovation is ‘Smile Plus,’ a customer service call system that uses AI to boost the speed and precision of CSR responses. It offers CSRs a comprehensive view of various customer data, including purchase, delivery, installation and service histories from all touchpoints, such as the website, LG ThinQ app and service call records.
Additionally, LG has devised and implemented an AI-driven feature, ‘STT/TA (Speech-to-Text/Text Analysis),’ which transcribes customers’ verbal expressions into text in real-time, eliminating superfluous tasks and averting miscommunication. STT/TA is also capable of understanding the context of the service call and proposing optimal solutions. Furthermore, LG intends to launch its ‘AI Voicebot,’ an autonomous service call solution presently in the development phase, within the year. This service is designed to handle straightforward inquiries during peak service call times or when calls are experiencing delays.
LG’s dedication to customer service goes beyond the Customer Care Center. It includes sales and repairs, spreading its high service standards across the globe. This involves sending experts to train staff on-site in other countries and hosting group training sessions for overseas personnel. Since 2011, LG has been sharing its successful Korean sales strategies with teams in the Middle East, Africa, Central Asia and Southeast Asia.
In essence, LG is not just selling products; it’s delivering an experience. And with this new initiative, it’s committed to offering each customer, regardless of their location, an unparalleled level of service.
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By News Reporter
Earth Day – celebrated annually on April 22 – is a great opportunity for people around all parts of the globe to demonstrate support for environmental protection.
Shared earlier this week,
link hidden, please login to view an event with diverse activities highlighting the importance of sustainable practices. Let’s take a look at how other LG offices around the world shared the positive message of creating a ‘Better Life for All’ in time for Earth Day.
To start off in Germany, the company turned Earth Day into a week-long event through Earth Week on its online brand shop. From April 22 to 28, German consumers will receive a 10 percent discount on all LG household appliances with a green energy label purchased on , not only saving money but also energy at the same time.
LG Germany wanted to fully do its part to contribute to a more sustainable future, which is why it partnered with the local initiative , a non-profit association that advocates sustainable environment protection and nature conservation. As a part of this partnership, LG Germany will donate 10 percent of revenue from the energy efficient home appliances purchased between April 22-28 to the organization. Aligned with Herzenswald Schmitten’s mission, LG Germany proudly supports regional afforestation and providing newly planted trees with individual protection against poaching.
And, to boost sustainable practices within the company, LG Germany celebrated Earth Day in its Eschborn office. Employees received a reusable coffee cup, featuring the Life’s Good logo, reducing waste on single-use cups and even further promoting the brand message in public. Also, to motivate employees to reduce their carbon footprint, the company awarded employees who came to the office by either bike or public transportation with a voucher from a coffee bar located in the building – providing an opportunity for employees to use their brand new Life’s Good cups and spread the message. The company is excited to see how many employees make the morning bike ride their daily routine!
Reducing disposable wastes is an important task, one that LG’s headquarters in Korea is also paying great attention to. In time for this year’s Earth Day, LG CEO William Cho joined in on the “Zero Disposables Challenge,” a nation-wide environmental initiative launched by South Korea’s Ministry of Environment last year to encourage the use of reusable items in public. In line with this, the company called on all its employees to boost efforts to reduce the use of single-use products and increase the use of reusable products.
In Taiwan, the company deliberated on ways to make a difference for the planet through small daily actions. LG believes that doing one little thing every day has the power to have a great impact when accumulated over time.
To highlight this message, LG Taiwan unveiled a challenge on its official social media page, inviting users to reshare their Instagram story template, selecting what good things – no matter how big or small – they do to show that they love the earth! Running from April 22 to May 5, the company will select six winners who will receive a gift card.
Last but not least, LG Spain created a video outlining their on-going efforts to create a better planet. In the video shared via its social channels, the company introduces their Smart Green movement, an initiative that uses technology as a means to regenerate the ecosystem. The movement’s goals include ; to ensure the pollination of countless endemic plants; and restoring the seabed, which is home to thousands of plant and animal species. Already seeing great results, LG Spain reiterated its commitment to work with its local partners to change the world for the better.
LG believes Life’s Good but also understands that true enjoyment requires care and attention. The company is committed to not only crafting sustainable products but also to participating in initiatives that foster a better, cleaner future.
Contributed by LG Germany, Taiwan and Spain
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By News Reporter
Earth Day, observed annually on April 22, serves as an essential call to action for the preservation of our planet for future generations. LG is dedicated to promoting this cause through local initiatives, underlining the impact of every action in protecting our environment.
LG USA aims to foster a greater appreciation for our environment and promote sustainable practices, with the goal of instigating positive change and contributing to the long-term health of our planet. The company is actively seeking to make a real difference by inspiring the next generation of conservationists and addressing urgent issues such as the extinction crisis and climate change.
To reinforce its commitment to sustainability and environmental stewardship, and to reflect its ‘Life’s Good’ ethos, LG organized the ‘Life’s Good Earth Day Fair’ on April 22 at its Englewood Cliffs, New Jersey campus. This public event featured a range of activities emphasizing the importance of sustainable practices.
In collaboration with the National Wildlife Federation (NWF), the fair provided useful information on sustainable best practices and guidance on creating a Certified Wildlife Habitat® in living, working and recreational spaces.
A key component of the event was the e-Waste Drive, which,
link hidden, please login to view, provided attendees with the opportunity to responsibly discard unwanted electronics. Participants who brought e-waste for recycling were granted a ticket to join the campus activities.
LG also unveiled a new pollinator garden at its headquarters. The garden, which has been recognized as a Certified Wildlife Habitat® by the NWF, features native plants designed to attract a variety of pollinators such as bees, butterflies, moths and beetles. LG anticipates that this initiative will boost biodiversity, stimulate plant growth, enhance air quality and support wildlife. Attendees were encouraged to plant a flower in the garden, contributing to a healthier ecosystem.
Additionally, LG offered tours of the to students, teachers and local community members, showcasing its innovative technologies and sustainability initiatives. Visitors had the opportunity to participate in scavenger hunts organized by the NWF, enjoy food vendors and giveaways, and meet Ranger Rick® and NWF Naturalist Dave Mizejewski.
The Life’s Good Earth Day Fair is just one of LG’s initiatives to commemorate Earth Day. Last week, the company , showcasing content that highlighted some of the world’s most vulnerable and endangered as well as recovered species in need of ongoing protection. Beginning with the snow leopard and followed by the bald eagle, Galapagos sea lion and reindeer later this year, the series will portray each animal in stunning 3D that appears to be extending out of the actual display.
And, through partnerships with global edtech leader Discovery Education and the NWF, LG will host a K-12 educational series about vulnerable and endangered species. The LG Endangered Species Series will provide K-12 students with a deeper understanding of the unique qualities of endangered animals, and the role they play in maintaining a healthy ecosystem while fostering an appreciation of what makes each species special. Educators and students may access the free, standards-aligned digital resources created with Discovery Education at .
In addition to these activations, LG is working to make Earth Day every day by developing the most innovative products that help provide consumers with significant savings through energy efficiency. As a , LG , showing the company’s commitment to helping U.S. consumers make energy choices that make a difference, from cutting household utility bills to reducing impact on the environment.
Contributed by LG USA
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By News Reporter
LG remains steadfast in its commitment to actively nurture ideas with the potential to fuel the company’s future growth. By fostering a corporate culture that not only encourages challenges but also embraces failures as stepping stones to success, LG aims to embody the principles that have been at the heart of CEO William Cho’s leadership philosophy since his tenure began. CEO Cho consistently champions the ‘Brave Optimist’ mindset, inspiring everyone to boldly undertake challenges and relentlessly innovate, anchored in the belief that the customer is always the key to unlocking solutions.
A prime embodiment of this ethos is ‘STUDIO341,’ an initiative launched by LG last year. This program is designed to identify and cultivate in-house ventures that encapsulate the spirit of challenge and innovation, a mindset that has been instrumental in propelling LG from its humble beginnings as Goldstar in 1958 to its current status as a global leader in home appliances. The ‘341’ in ‘STUDIO341’ serves as a poignant reminder for LG’s ‘Brave Optimists’ to stay true to the company’s roots, symbolizing the original street address of Goldstar in Busan, Korea’s second-largest city.
The initiative welcomed anyone with a creative idea that can solve a problem worth solving and provide a new experience to customers. The response was impressive, with over 100 internal submissions received.
In the previous year, LG shortlisted the top thirteen ideas – one more than the originally intended twelve – which were further narrowed down to six during an internal IR event. This process involved evaluating the ideas based on their potential to provide unique customer experiences. The selection criteria encompassed business value, feasibility, potential impact and team capabilities.
The chosen teams were relocated to an external office to be able to fully immerse themselves in developing their in-house venture ideas. By March 2024, the top six teams had the opportunity to present their business proposals at the ‘STUDIO341 Demo Day’ in Seoul, in front of LG executives and potential investors.
After thorough deliberation, the top five teams selected for spinoff were unveiled: ‘MASKIT,’ a mobile ticketing and admission service for performing arts that removes the necessity for queuing; ‘FreshGo,’ an original cold chain transportation solution that leverages individual refrigeration technology; ‘Cucumber,’ a platform focused on local food pickup services; ‘Found Objet,’ a digital transaction platform for recycled plastic materials; and ‘X-UP,’ a solution for diagnosing and maintaining golf courses using robots and heat mapping technology.
Meanwhile, LG partnered with Bluepoint, a partnership-driven Korean startup accelerator, to leverage their ability to objectively assess the teams’ capabilities and provide more effective support. This approach has helped streamline the whole process to a year, with six months for selection and six months for development. During the process, each team will receive a joint investment from LG and Bluepoint up to a maximum of KRW 400 million.
In parallel, LG is intensifying its collaboration with global startups, as exemplified by its partnership with Amwell, a U.S. telemedicine company, to provide remote medical treatment solutions across North America. The company also aims to evaluate the viability of services in prevention, diagnosis, post-management and recovery, among others.
LG NOVA, LG’s North America Center for Innovation, launched its “Mission For the Future” by presenting the Eureka Park showcase at CES 2024 in Las Vegas. It also leveraged its influence to introduce startups operating in the digital healthcare field, such as XR Health, Mindset Medical and C.Light Technologies.
Stay tuned to
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