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By News Reporter
For consumers, it’s the ‘experience’ that counts.
link hidden, please login to view, 73 percent of all customers place experience near the top of their checklist when making purchasing decisions, following only price and product quality in order of importance. LG, a company that strives to ensure that ‘Life’s Good’ for all, has prioritized the art of providing F.U.N. – first, unique and new – core values for customers.
To successfully deliver the types of experiences that customers desire, LG first had to make sure that all parts of the organization were aligned and properly equipped for the task at hand. In 2024, new CX performance management system is applied to the entire executive organization structure – not just Korean executives at the company’s headquarters but global executives and employees in charge of sales, manufacturing and management – with a view to adding CX to other crucial measurements of overall business performance, such as sales and operating profit.
The data from the CX indicator is analyzed to assess the various teams involved and to instill a ‘customer-first’ mindset throughout the entire company. The definition of ‘customer’ in this equation is not limited to end-users, but includes business partners and relevant internal departments as well.
The company made meaningful changes by promoting various customer value innovation activities. However, it was identified that a process was needed to properly evaluate business performance as well as reward the achievement of increased levels of customer satisfaction.
Accordingly, starting from this year, all LG Electronics executives will be evaluated based on the level of customer satisfaction within the organizations under their purview, and also on whether or not they have achieved their allotted tasks. Customer satisfaction is graded based on LG’s in-house-developed measurement tool, which quantifies the satisfaction level of LG customers during each stage of the customer experience journey.
Now, each organization is charged with the mission of determining how it will go about innovating target customers’ experiences. In this way, each unit or team can give in-depth consideration to the important question of “What constitutes a differentiated experience from the customers’ perspective?” and then gauge whether or not a specific CX innovation can be realized.
For teams that don’t work directly with customers, CX tasks can include identifying the relevant customer groups, such as internal departments or suppliers, for a certain aspect or piece of organizational work, and generating appropriate and actionable innovation activities to drive meaningful results. LG strongly believes that customer value innovation is not just the domain of ‘management’ or select customer-facing teams. Rather, it takes a whole company working together to consistently create it, with each person adopting a ‘customer-first’ mindset and seeking to view all pertinent matters from the customer’s perspective.
This belief reflects LG CEO William Cho’s management philosophy, which states that the start and end of all innovation is the customer. Since taking charge of the company at the end of 2021, CEO Cho has continuously emphasized how accelerating customer experience innovation plays a critical role in improving customers’ lives. As a result of his astute direction, and as underscored by LG’s ‘Future Vision 2030’ document and recent brand reinvention, the company is actively expanding its CX innovation initiatives.
To boost the innovation of customer experience, the company has launched a company-wide project calling on all employees to ‘meet’ with customers directly to ‘hear’ their honest feedback and concerns in order to ‘empathize’ with them. As a part of this internal project that focuses on LG’s commitment to advancing CX, executives partook in an ‘on-site’ experience program designed to ensure the implementation of customer-centric management practices and policies. Last year alone, more than 280 LG executives from the Korean headquarters visited key offline sites to see firsthand a broad range of customer contact points and associated activities, including product purchase, phone consultation, rental, delivery and after-service care.
Many of these executives even visited Hi-Tele Service, an LG subsidiary that provides remote customer service. While there, the executives had the valuable opportunity to hear feedback direct from LG customers – giving them insight into how and where the CX might be further improved and refined.
On top of these activities, in order to ‘hear’ from customers, LG hosted seminars where employees could share CX innovation cases as well as programs where they could directly listen to customers’ stories. And, to boost ‘empathy’ for customers, the company is carrying out company-wide activities that enable employees to set their own customer and determine the value they can provide to these customers.
Customer value innovation is not just a task for management or teams that work directly with customers. It is the job of everyone at LG to make meaningful changes by rethinking and differentiating everything the company does from the customer’s perspective.
LG is committed to providing differentiated customer value. The company will continue to pursue a customer-centric way of working – one that is based on a detailed understanding of and empathy for its customers.
Not limited to HQ, our system of actively meeting, hearing and empathizing with customers is being put into place in LG offices around the world. In a dedicated series on , we will introduce how various LG teams and subsidiaries are making changes to reinvent CX, so stay tuned.
By Kang Je-nam, director of Customer Value Innovation Division at LG Electronics
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By News Reporter
Company’s Innovative Solutions Enable Customers Across Diverse Industries and
Sectors to Create Seamless Digitalized Spaces That Engage and Inform
SEOUL, Jan. 30, 2024 — LG Electronics (LG) is showcasing its advanced digital signage solutions at Integrated Systems Europe (ISE) 2024 in Barcelona, Spain, from January 30 to February 2. LG will unveil its comprehensive range of display solutions tailored to the needs of retail, corporate, education and hospitality, including its Micro LED, All-in-One LED, Transparent OLED and cloud management platforms.
Inside ISE 2024’s largest booth, the LG MAGNIT lineup of micro LED displays are featured across several zones that demonstrate different usage scenes, including a digitalized control room, meeting space, luxury suite and virtual production studio. The company’s micro LED technology enables large-scale screens that can be tailored to meet customers’ specific demands and installation environments. In addition to outstanding picture quality with stunning color accuracy across a wide viewing angle, LG’s micro LED tech has undergone rigorous testing for surface flame spread and electromagnetic compatibility.
Ideal for conference rooms, LG MAGNIT All-in-One features easy-to-access, front-mounted controls, integrated speakers and a controller for convenience and simplicity. LG’s Micro LED solutions for corporate control rooms boast large screens and continuous monitoring capabilities, while LG MAGNIT for virtual production studios delivers accurate image reproduction and compatibility with various filmmaking equipment. LG’s Micro LED displays for luxury suites leverage the α (Alpha) 9 AI processor to provide mesmerizing viewing experiences and content-optimized picture quality.
LG’s 1,728-square-meter booth also presents ‘Kinetic LED’ for diverse settings such as shopping malls and airports. The striking installation comprises a kinetic screen measuring 3,670 x 6,100 millimeters and several large-size LED Fine Pitch (model LSBC019) displaying vibrant digital art that moves in sync with atmospheric music.
The Luxury Suite offers exclusive cinematic viewing experiences with the 118-inch LG MAGNIT and 49-, 55- and 65-inch UHD signage solutions featuring new art gallery-inspired picture-frame bezels (offered in three elegant colors). With Apple AirPlay, guests can stream content to LG Hotel TVs, right from their iPhone or iPad, whether it’s to watch movies and shows from their favorite apps or share what’s on their Apple devices, including photos, personal videos, games and more. Guests simply scan a unique, on-screen QR code after checking in to privately and securely pair their iPhone or iPad directly to the TV in the room for the duration of their stay.
The Corporate Zone highlights three LG MAGNIT displays: one perfect when filming CEO speeches or commercials, another that has a detachable power supply unit for use in control rooms, and the All-in-One model with embedded controller and speakers for meeting rooms. Also on show are the newly-introduced 21:9 aspect ratio, 171-inch LED All-in-One and 21:9, 105-inch LCD signage, which work well with widescreen video-conferencing platforms. These signages are also compatible with integrated solutions from LG’s partners to meet user-specific needs.
In the Retail Zone, visitors can explore solutions that enhance the shopping experience and generate advertising revenue for store operators. LG’s various digital signage for retail boutiques, restaurants, bakeries and cafes include the 79-inch Stretch LED signage, ideal for showing brand content; Transparent OLED, which serves as a digital menu board; and LG Kiosk, which provides a convenient self-service option. The company is also illustrating the ease of selecting and playing in-store advertisements through LG DOOH Ads’ Programmatic AD feature, which optimizes advertising content according to customers.
With its thin bezels, the new 55-inch modular Transparent OLED allows for an NxN-format ‘video wall’ installation that serves as an open partition while engaging shoppers. Also, LG’s double-sided LED-LCD signage (86-inch LED and 75-inch LCD) shows off the compelling possibilities for simultaneously delivering advertisements to in-store visitors and passersby. This space also demonstrates the space-efficiency and versatility of the 37-inch stretch, and 30- and 55-inch vertical Transparent OLED displays.
The Education Zone features a digital classroom equipped with LG CreateBoard – interactive digital boards (55 to 86 inches). Educators can easily load classes through its web browser and give students access via QR codes. An excellent choice for university film programs, the integrated solution for virtual production includes LED screens for displaying digitally-rendered backgrounds, LG CreateBoard for writing and OLED displays for reviewing video footage.
To enhance the customer experience, LG offers various cloud-based software solutions that facilitate the efficient management of its cutting-edge digital displays. The integrated LG Business Cloud platform lets users explore, subscribe to and manage the cloud solutions available for LG digital signage and commercial TVs. Visitors can also check out LG SuperSign Cloud, which enables content creation and distribution for digital signage, the hospitality-enhancing LG Pro:Centric Cloud and the LG ConnectedCare remote management solution.
What’s more, LG unveils its commercial display security system, LG Shield, to respond to more sophisticated cyber threats emerging from AI. LG Shield operates under webOS to protect against security threats, safeguarding central servers, apps and operating systems. Its security performance completed a global common criteria evaluation and has been granted EAL 2 certification and ISO/IEC DIS 18974.
“At ISE 2024, LG’s digital signage, cloud management platforms and collaborations with professional partners across diverse industries reveal an unmatched ability to deliver integrated solutions optimized for a wide variety of spaces,” said Paik Ki-mun, senior vice president and head of the Information Display business unit of LG Business Solutions Company. “We will continue to provide customer-focused smart life solutions that open up new and exciting ways to connect, engage and create.”
LG’s latest digital signage solutions will be on display in Hall 3 (Stand 3K 100) of Fira Barcelona’s Gran Via conference center from January 30 to February 2. To learn more about LG’s digital signage solutions on show at ISE 2024, visit www.lg-informationdisplay.com/ise2024.
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By News Reporter
After the house and the car, home appliances are usually the next most expensive item consumers buy. Because of its cost, the lifespan of an appliance is one of the most important factors consumers take into consideration when making a purchase. Just as important is reliabililty because a refrigerator breaking down has far greater consequences than a TV that needs repairing. With this in mind, the LG team in Peru introduced a unique contest last month called The Oldest Washer in Peru to demonstrate the exceptional durability of LG washing machines through real life examples.
More than a thousand LG washing machine owners in Peru took part in the campaign, some with machines more than a decade old. But even they didn’t stand a chance next to the ultimate winner: a 1993 Goldstar model belonging to Carmen Mayhua of Lima.
A loyal companion for twenty-eight years and still counting, the washing machine isn’t the only vintage Goldstar product in the Mayhua household – the family also owns a working Goldstar TV that was purchased in the same year as the washer, a demonstration of the quality and durability of LG products. To reward the Mayhuas for their loyalty, LG gifted them a premium, modern LG Top Load Washer featuring TurboWash3D Technology.
A
link hidden, please login to view and video featuring the story of the Mayhua family and their beloved washing machine has already been viewed more than 1.5 million times with 12 million impressions.
The story of the amazing durability of LG appliances can be seen world-over. In Korea, a 20-year-old Goldstar dryer was returned to LG by its owners as they felt it was a shame to throw away such a great product that still worked well. The lifelong customers said that the dryer was the best appliance they had ever owned.
These marvelous products were made possible thanks to LG’s innovative technology accumulated and developed over many years. The contest in Peru was a great opportunity to prove how reliable and durable LG washers are. Through continuous innovation, LG will continue to introduce even more differentiated home appliances that satisfy the needs of consumers.
Contributed by LG Peru
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By News Reporter
Leveraging Enhanced AI Technology, LG’s Latest Innovation
Delivers Unrivaled Convenience and Gentle Clothing Care
LAS VEGAS, Jan. 5, 2022 — At CES 2022, LG Electronics (LG) is showcasing a smarter, more seamless way to get laundry done with its new washer and dryer pair, and LG WashTower. The new laundry solutions feature LG’s enhanced Artificial Intelligence Direct Drive (AI DD) technology, proven steam technology and an array of functions that make washing and drying clothes more convenient than ever.
With LG’s enhanced AI DD technology, the new laundry pair delivers customized performance that can sense load size, fabric type and the level of soiling of a clothing article, automatically adding the right amount of detergent and adjusting the wash style for optimized cleaning.* The new washer incorporates LG’s steam technology, a tried and true method for getting clothes their clean and refreshed. For greater user convenience, LG’s Smart Pairing feature sends information from the washer to the dryer recommending the optimal drying cycle to eliminate most of the guesswork.
LG’s first AI DD equipped dryer model boasts a new AI cycle that adds precise movement control and automatically selects the appropriate settings for optimal fabric care and faster drying times. LG’s AI technology also enables the appliance to learn the user’s laundry routine and preferences to deliver tailored drying options every time. An infrared sensor accurately measures the temperature of the clothes during the drying cycle and makes adjustments automatically to ensure even drying. And unlike other washer-dryer combinations, with Bluetooth paring feature, both appliances can be conveniently controlled from just the washing machine’s control panel.
With its ultra-convenient and space-saving design, LG’s latest WashTower with DUAL Heat Pump dryer is a streamlined alternative to a conventional washer-dryer stack. The front loading washing machine uses AI DD to deliver clean, fresh clothes dryer leverages LG DUAL Inverter Heat Pump technology to reduce energy consumption by drying in a low temperature throughout the drying cycle. With its lower overall height, LG WashTower helps save space through a ductless design that requires less clearance with the back wall. The ductless design also saves owners the inconvenience of having to regularly access and clean out the rear ducts.
Matching outstanding performance with sophisticated style, LG’s new appliance pair are a perfect fit for most spaces and decorating styles. The WashTower features black tinted-glass doors, decorative chrome elements and Black Steel finish for excellent durability with high resistance to scratching. The seamless, flat design contributes to a sleek built-in look in the laundry room and delivers a minimalist, ultra-modern aesthetic with an easy-to-access Center Control panel.
“With LG’s advanced AI technology and differentiated features, these stunning new laundry appliances offer gentle fabric care and effortless clothing management,” said Lyu Jae-cheol, president of LG Electronics Home Appliance & Air Solution Company. “By listening to the needs of real people and leaning on our vast experience and expertise in the global home appliance market, we are able to provide consumers with solutions for a better life.”
To experience the latest LG laundry solutions, visit
link hidden, please login to view at CES 2022. # # #
* AI Washing Cycle detects materials such as natural cotton and synthetic fibers as well as the thickness of the material. Product specifications and features may vary depending on model or region.
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