[Executive Corner] Putting Employee Well-Being Above All Else
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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
Technology in the automotive sector is advancing swiftly. Electric cars and autonomous driving are rapidly evolving, and we’re now seeing tremendous changes in the automotive landscape. In just ten years, LG Vehicle component Solutions (VS) Company has transitioned from being a newcomer in the mobility industry to an established player.
After a decade of fulfilling customer demands and their expectations, the LG VS company has reached an important point in our history. In this year of our 10th anniversary, we are shifting gears to drive lasting growth by focusing on what matters most: delivering customer value, being passionate about innovation and holding true to our sense of purpose.
LG’s highest priority has always been customer value. With decades of expertise in the consumer electronics industry, LG possesses valuable insights into consumers’ wants and needs – which the LG VS company is now leveraging to create value for our auto industry customers and end users.
Our competitive edge and unique selling proposition lie in our ability to deliver strong customer value. The LG VS Company strives to provide outstanding technology and design innovations that are tailored to our customers’ needs. We will continue to develop solutions that have never been provided before. This is why automakers trust us to be the right partner to help realize their vision.
Passion and a sense of purpose are the other key foundations of LG’s business. The LG VS Company is pursuing its objective to enhance customer value with more passion and purpose than ever before. With our vision of Driving Better Future Mobility, we are strengthening our market presence and reinforcing our reputation as an “Innovation Partner for Future Mobility.” Our scope and vision have now been broadened. Not only are we aiding in the creation of new mobility technologies, but we are also actively driving tangible changes in the mobility experience.
The vehicle is no longer just a means of transportation. It is an integrated space where users can enjoy comfort, entertainment and safety. To provide such future mobility experience, we at LG will continuously bring fresh perspectives to the wider auto industry. We will also leverage our insights, knowledge and capabilities to provide our partners with innovative solutions for the road ahead.
By Eun Seok-hyun, president of LG Vehicle component Solutions Company
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By News Reporter
Recognizing its duty to society, LG has been committed to ensuring a better life for all on a global scale. For more than 30 years, LG’s Indonesian branch has carried out countless social activities to promote health, education and the environment, as an extension of the company’s sincere efforts to assist the government in enhancing the quality of life for all Indonesians.
To realize social initiatives locally, LG Indonesia has run ‘LG LOVES Indonesia,’ a program made up of three main pillars: ‘LG Loves Green’ for protecting the environment; ‘LG Loves School’ for bettering education; and ‘LG Loves and Cares’ for supporting various social causes.
‘LG Loves School’ is a regular social program that has been running for several years, including providing electronic devices to vocational schools in Jakara and Warungasem last year. This year, Indonesia is continuing its ‘LG LOVES Indonesia’ program, with a focus on solving both environmental and social issues.
LG Loves Green
The beauty of nature must be safeguarded, and there are countless measures to keep environmental sustainability in check. As far as creating a more sustainable future is concerned, tree planting is among the most effective methods as it not only benefits the natural world, but also mitigates several environmental issues such as global warming and deforestation.
To conclude the ‘LG Loves Green’ initiative, which started with the handing over 4,000 seedlings to the Conservation of Natural Resources Jakarta to celebrate 32 years in Indonesia, LG Indonesia recently donated 13,000 plant seeds to the South Kalimantan Provincial Forestry Service in commemoration of World Earth Day – April 22 – further demonstrating its commitment to environmental conservation, this time in South Kalimantan.
To reach its goal of planting a total of 32,000 trees across the country, the company previously partnered with the South Sumatra Natural Resources Conservation Agency (BKSDA) to deliver 15,000 plant seeds to South Sumatra.
Through this initiative, LG Indonesia hopes to bring life to a more sustainable environment. In addition to helping the regional government establish a legacy that can be passed down for generations, supplying so many seeds suggests that the company’s corporate social responsibility commitment to the environment has already produced positive results.
LG Loves and Cares
Besides the environment, the company also prioritizes the importance of health as a key aspect of quality of life. It not only impacts our capacity to live a full and productive life, but also has a tremendous impact on our entire physical and emotional well-being.
Having long understood the significance of health awareness, LG Indonesia arranged yet another social activity to support health initiatives during Eid al-Fitr, a major Indonesian festival. The annual LG Lebaran Sehat (LG Healthy Eid) event seeks to improve the health of residents by making the benefits of good health clear for anyone to see.
For three days in April, three waste treatment facilities benefited from LG Lebaran Sehat’s two main programs: one which distributed food packages to locals and another that offered vital health checkups. Since the program focused on enhancing the quality of public health, every food package was reviewed by a leading nutritionist beforehand to ensure the ideal nutritional balance for improved well-being.
By partnering with Posyandu (Pos Pelayanan Terpadu, Integrated Health Service Posts), the company was able to provide general health checks for children living in the area, vitamins and nutritional supplements and health education sessions highlighting the endless benefits of good health.
With the ‘LG LOVES Indonesia’ campaign continuing throughout the year, stay tuned for more social activities designed to rejuvenate the local environment and enhance the health and education of all Indonesians.
Contributed by LG Indonesia
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By News Reporter
Over the past decade, LG has solidified its leadership of the premium TV market through the continuous evolution of its OLED TVs. The company’s commitment to understanding and catering to users’ needs is reflected in its latest OLED products – tailored solutions that deliver superior performance, convenience, usability and accessibility. To create these masterpieces of home entertainment and modern living, LG has done what it has always done: listen carefully to its customers and find innovative technology and design solutions that add value to everyday life.
A New Level of Innovation with LG OLED
As a result of always putting customers’ needs first, LG OLED has become a mainstay of the global premium TV market in 10 years. Its unmatched contrast brings incomparable viewer immersion, enabling perfect blacks and true-to-nature colors that make any kind of content look and feel more real. Additionally, the unprecedented flexibility of the company’s OLED technology has led to unique new form factors and a previously unobtainable level of thinness.
Among the innovative form factors the company has introduced is the LG SIGNATURE OLED R, which features a rollable self-lit screen that can roll down and disappear into the TV’s base. The rollable OLED was developed with the goal of removing the ‘big black screen’ from users’ living rooms; giving them back their space and providing a greater degree of decorating freedom.
This year, LG OLED achieved a significant milestone with the unveiling of the LG SIGNATURE OLED M3. The groundbreaking product is the first-ever TV with a wireless solution capable of video and audio transmission at 4K 120Hz – a feat made possible by LG’s Zero Connect technology. At 97-inch, the M3 also offers the largest screen size of any OLED TV currently available.
The impressive TV and its cutting-edge wireless solution provide a stylish, distraction-free viewing experience, and were designed in response to customers’ desire to have more scope and individual choice when it comes to curating the layout and look of their living space.
Enhancing the User Experience and Everyday Life
Nowadays, people care about more than just tech specs and screen sizes, seeking TVs that can deliver next-level convenience and a personalized user experience.
When consumers told LG they wanted an OLED TV that could be conveniently mounted flush to the wall, the company listened. Applied to the Gallery OLED TV lineup, LG’s refined Gallery Design allows the rear of the TV to ‘hug’ the wall, presenting consumers with a remarkable centerpiece for their space – one that looks like a part of the wall and delivers a truly immersive viewing experience. This year’s G3 OLED evo models boast an aesthetic upgrade via the introduction of the ultra-seamless One Wall Design, which leaves no visible gap when the TVs are installed. LG has also added convenience through adopting a composite fiber material* that reduces the overall weight of its OLED TVs, making them much easier to move and mount.
Part premium TV, part sophisticated furniture piece, each LG Lifestyle Screen presents differentiated value that goes far beyond what a conventional TV can offer. LG OLED Objet Collection Posé, for example, augments the surrounding décor with its unique, aesthetically-pleasing appearance, and has an effective cable management system that helps users enjoy a cleaner space. In addition to looking stylish from any angle, Posé provides stunning OLED evo picture quality with vibrant, distortion-free colors from practically any viewing angle.
Personalized TV Experience
LG is changing the way people use and think about TV by providing personalized experiences based on its Life’s Good philosophy and Sync to You, Open to All vision. The latest LG TVs offer various customizable features and settings – including user interface configuration, content recommendations and picture options – that users can fine-tune to suit their individual preferences. By leveraging usage-data, LG can suggest features and recommend apps, services and shows tailored to the tastes of each user. Along with the ability to automatically adjust color and contrast according to how the user likes them, the company’s new TVs deliver the ease and intelligence of AI Concierge, which not only provides a curated selection of content choices based on past usage and searches, but also suggests trending titles as well as useful settings and features.
With a decade of OLED TV expertise already under its belt, LG is determined to maintain its dominance in the premium TV market. The company understands that delivering unparalleled customer experiences is key to the future success of LG OLED, and looks forward to creating new value and new consumer-driven display innovations that enhance everyday life.
By Jung Jae-chul, home entertainment research and development lab leader of HE R&D Lab at LG Electronics
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* Applies to 55/65/77-inch G3 models, 42/55/65/77-inch C3 models and 77-inch A3 model.
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By AusRob
The built in Web Browser will not play Videos on SOME websites after updating to WebOS Version 04.40.25 and 04.40.70. The web sites otherwise work fine. Here is an example that won't play since the 04.40.25 update ...
link hidden, please login to view ... Please fix this LG ASAP, it's really annoying. PS. It has nothing to do with any Browser setting, I have checked all that.
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