By News Reporter
Recently, we’ve introduced many revolutionary products, such as an indoor gardening appliance that lets you grow your own greens and flowers in the comfort of your own home and a laundry solution that packs a full-size washer and dryer into a single unit – automatically applying the optimal drying cycle for unparalleled user convenience. With user-centric innovations like these, LG and other like-minded companies are helping usher in an exciting, new era of customer experience (CX).
At the essence of CX is an increased focus on how customers feel when they experience a particular brand, product and service. Nowadays, comprehensively understanding CX has never been more fundamental for company growth. No longer confined to customer-product interactions, CX refers to the total flow of any interactions between the company and the customer, targeting all the experiences and emotions that customers have and feel from the moment they first learn about a product or service, to purchase, use, repair, disposal and so on.
Considering the emotions and reactions that customers have, CX – if done properly – goes beyond traditional definitions to provide value that surpasses customers’ expectations, successively increasing the attractiveness or appeal of a brand, product or service. And, with the recent business landscape reorganizing around online and omni-channels, ‘digital’ has also become an integral part of CX and a key priority for companies.
The Age of Relational Value: The Customer-Company Interaction
The channels that users encounter and experience in the digital sphere are so diverse, with substantial variables in terms of the emotional responses elicited. While all variables cannot be controlled, the direction or even the degree of satisfaction can be modified by removing the source of dissatisfaction. Thorough analysis allows companies to determine what these may be and, subsequently, proactively respond to remove them from the equation. Brand competitiveness comes from offering a CX that fosters an emotional relationship with the customer and, to be successful at this, brands must be effective at increasing the positive emotions their customers experience.
In the past, having competitive technologies or products and an aggressive marketing strategy was sufficient. However, in this new era, a company must focus all available resources on the needs of the customer. CX, which includes direct, indirect and even virtual experiences, is where all such efforts come together. Direct experience comprises various categories, including exploration experience, purchase experience and user experience, along with the sharing and resale experience. For companies to compete in today’s market, offering a differentiated CX is essential, especially where the
link hidden, please login to view (a widely-used term in South Korea that encompasses Millennials and Gen Z) is concerned. With members of this group already accustomed to experiential marketing, designing a diverse range of experiences for them is exceptionally complex.
Favoring unique shopping experiences both online and offline, the MZ Generation generally opt for experiences with optimized digital convenience and minimal interruptions. To provide a seamless CX without any hassle, companies are actively undertaking an array of digital transformation (DX) initiatives. From a micro perspective, DX plays a significant role in CX, enabling companies to resolve pain points in a short period of time – exactly what consumers expect and demand in today’s market. The ultimate goal is the innovation of CX, something that is now essential. Conducted continuously in the background, silent and subtle support for better CX backed up by variable data serves as a steppingstone on the path to building strong and lasting relationships with customers.
At its core, CX is a journey where brand loyalty is earned through the development of trust as well as the delivery of immersive experiences. Cyclical in nature, the CX journey repeats again and again, creating a genuine connection with customers that grows over time. With CX, the concept of customer loyalty, which had been all but abandoned in recent years, is reborn and reimagined for a new era.
By Lee Hyang-eun, managing director of the Customer Experience Innovation Division at LG Electronics
Learn more about the areas of CX that LG will be focusing on in the future in the second part of this series, coming soon to Beyond News.
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By News Reporter
One of the major trends in consumer electronics, the ‘personalized user experience’ is something LG TV owners get to enjoy every day thanks to the abundance of convenient, customizable features and lifestyle services accessible via LG’s webOS platform.
Since its launch in 2014, webOS has continued to evolve, offering increased functionality, services and options with each new update and version release. The latest webOS UI makes 2021 and 2022 LG TVs the ultimate home entertainment hubs – able to provide an ever-growing number of lifestyle apps, easier access to recommendations with the newly launched Life’s Good Hub and seamless mobile integration with effortless content mirroring.
Revamped to help users navigate the expansive list of services on offer, the new webOS Home Screen now includes the Life’s Good Hub section, where users can discover some of the latest lifestyle apps at the press of a button. The lifestyle section provides a curated selection of up to fifteen apps centered on improving a specific aspect of life at home, such as fitness, wellbeing or staying connected. A real time-saver, the new feature enables users to find services suited to their unique tastes and preferences, ‘handpicking’ the most relevant apps from the approximately 2,200 currently available* on the LG webOS platform.
Another important consideration for today’s users is the mobile experience and cross-device compatibility. LG’s ThinQ app has been updated to make it easier to mirror content from mobile devices to LG TVs. Users will enjoy being able to switch from watching on their mobile to watching on the TV when playing content from a range of different sources, including major streaming services, LG Channels and LG Fitness.
The new lifestyle content that LG continues to bring to the webOS platform shows that the company understands and appreciates the ways in which consumers’ needs and lifestyles have changed in recent times. Take RemoteMeeting, for example: an easy-to-use video conferencing solution designed with the growing ranks of remote workers – and those wanting to catch up with friends and family in other places – in mind. Setting up the app on LG TV is fast and simple as it doesn’t require connection to a laptop or PC. From August 5, users signing up to RemoteMeeting will receive a free, 6-month membership, no matter where in the world they call home.
In an uncertain world, self-care is just as important as connecting with others, and for that LG’s latest TVs support apps such as Insight Timer. The popular meditation app is engineered to help users combat anxiety, stress and poor-quality sleep through an array of uplifting and relaxing content and wellness tools. LG 2021 and 2022 TV owners can enjoy Insight Timer free for 12-months, granting them access to 150,000 guided meditations, soothing music tracks and more.
Fitness is a key component of achieving personal wellbeing, too, which is why LG’s latest TVs offer several apps that can help users turn their living rooms into private workout studios. 305 Fitness, which features invigorating dance workouts with music from a live DJ and popular subscription workout apps such as MaxPro, Fiit TV and Flexit, will be arriving later this year.
Additionally, LG’s webOS 22-powered TVs will soon be welcoming the hotly-anticipated IDOLLIVE app. A dream come true for the world’s legions of K-pop fans, the app lets users stream a plethora of compelling K-pop content, including live performances, exclusive interviews and music videos, and offers subtitles in five different languages (English, Japanese, Indonesian, Mandarin and Thai).
With an intuitive UI and a growing library of apps and services spanning entertainment, smart home management as well as personal growth and wellbeing, LG TVs with webOS continue to redefine the ‘personalized user experience’ and deliver a better life at home to consumers worldwide.
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* App availability varies per region.
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When i start my tv it boots up at HDMI 2 ARC which is the last one used and the one I want to use (Sound bar/apple tv connected), but then the tv changes to HDMI 4 and I don't understand why because there's nothing connected to it. It does this every time. I start my tv via my apple tv remote. Is there a way to force HDMI 2? Set it as default?
LG OLED C8 TV with Soundbar connected to HDMI ARC port the Volume Control Percentage missing just + & - controlBy Jim Brown
I have a LG OLED C8 TV with a Soundbar and when connected to Optical the Volume Control is normal with a Percentage 0% to 100% but when connecting to HDMI ARC port like the Soundbar suggest to be connected it just show + or -, you don't have anyway of knowing what the volume is set to. I have tried two Soundbars a LG LAS551H that was connected via Optical and when connected to HDMI ARC it also does not show Volume Control. I have got a new Sonos Beam Gen 2 that is now connected to HDMI ARC port and sounds great but if I connect it to Optical it's much lower in volume but has the Volume indicator. Please advice.
I would like to suggest three enhancement request: 1. to show Volume Percentage on the HDMI ARC port. 2. Optical and HDMI ARC have the same output and 3. the Sonos be added to the Device list under Soundbars.
Recently, My LG OLED TV Not able to play video.
POP-UP on TV screen.
"The media could not be loaded, either because the server or network failed or because the format is not supported."
Note: Believe the server and network have no issues.
Anyone can help resolve this issue?
Thank You in advance.