-
-
Similar Topics
-
By News Reporter
In the fourth episode of our ‘Customers at Heart’ series, we dive into how LG US has boosted customer satisfaction by revamping its refund system through the Online Brand Shop (OBS).
Imagine purchasing a brand-new washing machine or refrigerator, only to have it malfunction unexpectedly with no feasible repair options. Even with a full refund, such an experience can leave a sour taste. To rectify this, LG US initiated a collaborative project aimed at overhauling the refund process to enhance the customer experience. Six teams – the North America Strategy Team, DXP OX Team, DXP TDI Team, Service Corporation Call Center Team, Service Corporation Planning Team and the North American Accounting Team – voluntarily joined forces to develop a more efficient and customer-centric refund system.
The initiative targeted customers whose products had malfunctioned under the warranty period but were unable to receive a repaire due to discontinued parts or other impracticalities. To provide alternatives to a one-time cash payout, the company sought ways to retain customers and encourage future purchases by introducing rewards through the OBS of LG US, the official website where customers in the US can directly purchase products online.
Analyzing core customer grievances, the company endeavored to reform the existing cash refund policy for an easy and more pleasant process. To foster a positive customer experience, LG US developed MyLG Rewards, an OBS rewards program that offers a 110 percent points refund and encourages customers to actively use the points through a convenient and user-friendly system.
The company took proactive action to identify potential issues of the new OBS refund policy, monitoring real cases to finalize the best possible IT asset monetization process. LG US also implemented specialized training for call center staff and expanded operations to improve the overall customer experience and get ahead of any issues that could arise from the new system.
After the introduction of MyLG Rewards, the company conducted regular surveys targeting customers who received refunds. These surveys aimed to gauge customer satisfaction, track the likelihood of repurchasing LG products and monitor the frequency and duration of OBS visits. In addition to analyzing the percentage of refund customers who became new OBS members, the company also examined when customers used OBS points as well as any additional purchases made through the system.
As of October 2023, the survey results indicated high customer satisfaction, with those who utilized MyLG Rewards rating the process an average of 4.7 out of 5, compared to a 3.3 rating from refund customers in general. Customers who used MyLG Rewards also expressed a higher propensity to repurchase from the brand, with 71 percent stating they would buy LG products again, compared to 50 percent by refund customers in general.
Overall, approximately 40 percent of refund customers shared that they have regained trust in the LG brand after the introduction of the OBS point system. Those who used OBS for the first time reportedly visited the shop more frequently and for longer periods of time, and 64 percent of customers made additional payments through OBS even after using up their points.
The success of the LG US initiative has prompted expansion plans to LG Canada within the year and the launch of an OBS membership program that will offer differentiated benefits based on OBS points and membership tiers. The company has also rolled out the LG Referral Program, which enables customers to earn rewards by referring friends and family.
Through these initiatives, LG US has revolutionized the customer experience for those seeking refunds, ensuring that these customers continue their ownership experience (OX) journey with the OBS rewards system.
# # #
link hidden, please login to view -
By News Reporter
With a commitment to creating a better life for all entailing a greener future for everyone, LG is taking all the necessary steps to realizing a healthier planet for future generations. These include designing and executing green initiatives, such as rethinking operational processes and product lifecycles to reduce carbon emissions and waste, as well as developing technologies that promote sustainability and inclusivity.
In line with this overarching mission, LG Indonesia recently launched its ‘Better life for all’ campaigns to inspire the country’s younger generation to adopt sustainable lifestyles. This exciting event focused on promoting a sustainable food culture and raising awareness of food issues in a time when food waste and food insecurity is high in Indonesia.
The country faces an alarming food waste issue, ranking second globally with an annual generation of 20.93 million tons, according to the United Nations Environment Program Food Waste Index Report 2021. This waste results in economic losses ranging from IDR 213 to 551 trillion per year1 and exacerbates food insecurity, with Indonesia ranking 77th out of 125 countries on the 2023 Global Hunger Index.2 LG aspires to fight food waste and insecurity issues by engaging the younger generation, who make up over 50 percent of Indonesia’s population.
The campaign began this March with ‘Better Life Recipe,’ an event in collaboration with renowned chef
link hidden, please login to view. As part of this event, Devina created a recipe designed to minimize food waste. On Instagram and TikTok, she offered her followers a choice between two traditional Korean dishes: a scrumptious bibimbap with taichan sauce and a delicious bulgogi (Korean marinated beef dish). Through a poll, bulgogi emerged as the winning dish, later making another appearance in the campaign. To further raise public awareness and spark conversation, LG ran the ‘Better Life Social Challenge’ – #MaskaPintarLG – encouraging young Indonesians to recreate the zero-food-waste recipe themselves.
Continuing the campaign in April, LG hosted the “Better Life Festival,” an offline program aimed at promoting sustainability by raising public awareness about the adverse effects of food waste.
The two-day festival, held at Chillax Sudirman Jakarta, featured an array of activities, such as green workshops and expert panel discussions, designed to engage and educate attendees. The festival was a resounding success, attracting over 2,000 participants and igniting a passion among Indonesia’s youth for a new era of eco-conscious living. The event was organized into several interactive zones, including ‘Jane’s Boutique,’ ‘Jack’s Open Kitchen’ and ‘CRAFT SHOP,’ each with a unique focus.
‘Jane’s Boutique’ featured the LG Styler, a product that introduced visitors to the benefits of steam-refreshing garments, as well as the LG WashTower. Participants could engage in a quiz on clothing care and sustainable practices, and even create durable bags from recycled banner materials, underscoring LG’s commitment to environmental responsibility. Visitors could also learned about LG’s air purifiers, including the LG PuriCare AeroTower and AeroFurniture – products with components created from recycled plastics.
Next, ‘Jack’s Open Kitchen’ featured cooking demonstrations by Chef Devina Hermawan, who creatively used leftover ingredients to prepare delicious dishes and beverages, such as tea made from imperfect apples, aiming to reduce food waste in Indonesian households.
This zone also featured LG’s diverse array of innovative products that help reduce food waste, such as LG InstaView Door-in-Door refrigerator. This refrigerator allows users to check the contents by knocking twice on the panel without opening the door, preventing the escape of cold air. Featuring cutting-edge innovations such as LinearCooling and DoorCooling technologies, the fridge can extend freshness of stored food and contribute to effective food waste reduction.
Moreover, in partnership with the Badan Pangan Nasional (BAPANAS/National Food Agency), FoodCycle Indonesia and Universitas Prasetiya Mulya – a local university that developed a composting solution for food waste – LG facilitated a broad range of activities to promote sustainable living. A booth was set up for visitors to make food donations, supporting BAPANAS’s Save Food movement to decrease national food waste.
And, as the next leg of the campaign, LG Indonesia organized a food donation drive from May 10-12 in the Jakarta and Tangerang areas. The ‘Better Life Food Distribution’ event was operated by 140 LG Indonesia employees and volunteers the company’s partners, including BAPANAS, Universitas Prasetiya Mulya and FoodCycle Indonesia. To further support community welfare and sustainability efforts, LG and its partners donated a total of 1,500 waste-free meal kits and 1,500 bulgogi lunch boxes – made with the zero waste recipe created by Chef Devina Hermawan earlier in the campaign – to local welfare foundations.
Through this on-going campaign, LG Indonesia reaffirmed its commitment to aiding the younger generation adopt a more sustainable lifestyle. The partnership will continue throughout the year with additional interactive activities geared toward Indonesian youth to amplify LG’s mission of providing a ‘Better life for all’ and promoting sustainable living.
Stay tuned to to discover the myriad of ways LG’s forward-thinking subsidiaries are promoting sustainable practices around the world.
Contributed by LG Indonesia in collaboration with H&A Global Brand Team
# # #
1
2
-
By News Reporter
The honey bee’s impact on the global ecosystem extends far beyond the confines of its hive. Through pollination, bees contribute to the growth of plants, the thriving of habitats and the sustenance of animals. Recognizing the vital role of bees, the United Nations has designated May 20 as World Bee Day. The Food and Agriculture Organization of the United Nations (
link hidden, please login to view) supports this initiative, emphasizing that bees pollinate 71 out of the 100 crop species that provide 90 percent of the world’s food. As a leading corporate citizen committed to combating climate change, LG is dedicated to creating a more sustainable planet through its ‘Better Life for All’ vision. In addition to adhering to local environmental protection policies, LG fulfills its social responsibilities as a global company by preserving local biodiversity and fostering sustainable ecosystems.
One of LG’s subsidiaries, LG Spain, has been undertaking the ‘Smart Green Bees’ project since last year to promote the cultivation and nurturing of plants. This initiative aims to address the declining population of Iberian honey bees (apis melifera), an endangered subspecies that has the potential to pollinate 100 percent of Spain’s flora.
To support the recovery of these ecosystems, Smart Green Bees has introduced new hives and implemented advanced monitoring systems to ensure the well-being of these important animals. Remarkably, the Spanish subsidiary has increased the number of Iberian bees by 3.5 million in just over a year.
LG Germany is also contributing to bee conservation efforts through a social initiative that involves distributing ‘insect hotels’ to employees and social media community. These miniature hotels, made from sustainable local forestry materials like solid wood and natural reeds, are created by individuals with disabilities.
Each bee-related environmental project outlined demonstrates how LG and its people are making genuine efforts to address important local environmental issues.
Stay tuned to to see how LG subsidiaries across the globe are promoting a greener planet for all.
# # #
-
By News Reporter
Augmented/Mixed Reality, webOS, AI and 5G Telematics Technology Combine
to Bring Smart Life Solutions to the in-Vehicle Environment
SEOUL, June 6, 2024 — LG Electronics (LG), a technology leader in the mobility sector, is driving the transition to software-defined vehicles (SDVs) with its pioneering LG AlphaWare. An advanced, innovative, and user-centric suite of software, LG AlphaWare is designed to deliver immersive in-cabin experiences and will expand the definition and expectations of future automotive. LG’s cutting-edge software solutions were introduced this week at AutoTech: Detroit, where the company also shared its insights and approach to revolutionizing the SDV business model.
During LG’s presentation at AutoTech: Detroit, Valentin Janiaut, LG Vehicle component Solutions Company’s software solutions leader, discussed several key topics concerning the transition to SDVs. He emphasized the emerging trend of vehicles becoming extensions of people’s personal space, providing seamless connectivity for work and relaxation, and transforming the car into far more than just a means of transportation. LG AlphaWare will play a central role in enabling SDVs to become ‘living spaces on wheels’ through its ability to facilitate user-experiences similar to those offered by LG’s consumer electronics for the home.
The LG AlphaWare suite of software consists of five sophisticated core solutions that work together to enhance the in-vehicle experience. Boasting comprehensive support and seamless integration with OEM in-vehicle systems, AlphaWare empowers mobility providers to overcome technical challenges and deliver home-like comfort and connectivity to drivers and passengers:
PlayWare – an entertainment platform that enhances the in-vehicle infotainment experience through the delivery of high-definition content and superior sound quality. Leveraging LG’s partnerships with major streaming apps, sports and news channels, PlayWare brings the LG TV experience into the car. The platform requires minimal memory resources to run quickly and smoothly, while displaying content in stunning 4K definition for passengers’ viewing enjoyment. The platform also utilizes AI Audio technology, adapted from LG TVs, to upgrade audio content into convincing spatial sound, making every journey an immersive auditory event. MetaWare – enhances the driving experience by leveraging augmented- and mixed-reality technologies to deliver meaningful information across various displays, from AR HUDs to clusters and central panels. MetaWare supports the procedural generation of realistic 3D environments, transforming standard 2D map data into dynamic, immersive visuals. This feature aids drivers in better understanding their car’s ADAS and navigation system information, providing a more engaging and intuitive driving experience. VisionWare – an AI and Advanced Driver Assistance System (ADAS) platform that analyzes driver and passenger behavior through an advanced monitoring system which employs an AI algorithm, software framework, electronic control unit and camera technologies. VisionWare incorporates driver monitoring systems to prevent distractions and hazards that may occur when driving. It also features an interior monitoring system that analyzes the status of all passengers, detecting seat belt usage, hand gestures, behavior patterns, and the presence of children, to deliver a next-generation user experience. BaseWare – the “backbone” of the vehicle, offers a comprehensive collection of versatile software modules to enrich OEM’s existing vehicle operating systems and assist in building new platforms. Engineered to support the essential lifecycle of a car, BaseWare facilitates reliable real-time management and simplifies service abstraction and development. An example of the components included is a Mixed Critical Orchestrator, which supports the management of service execution both on-device and in the cloud while adhering to strict industry safety requirements. OpsWare – the central operations platform, designed to enhance collaboration among software developers. This platform facilitates seamless interaction across global teams throughout the entire software development process, from design to deployment. Alongside fostering collaboration, OpsWare prioritizes robust cybersecurity management, providing comprehensive support for long-term maintenance. LG’s Cybersecurity-as-a-Service offers continuous monitoring and in-depth analysis of cybersecurity risks to ensure vehicles’ software remains secure against emerging threats. Through its diverse capabilities, OpsWare supports OEMs in maintaining high security and in improving the efficiency of their software lifecycle management. LG AlphaWare reinforces LG’s portfolio of state-of-the-art vehicle solutions and supports the company’s continuing transformation into a Smart Life Solutions company. A well-established and leading home appliance brand, LG continues its expansion in the mobility sector to connect and enrich customers’ experiences and spaces in meaningful ways.
“With our AlphaWare, we will deliver a safer and more enjoyable vehicle experience in the SDV era,” said Eun Seok-hyun, president of LG Vehicle component Solutions Company. “SDVs represent a shift not only in technology but in the entire ecosystem of vehicle manufacturing, usage and ownership. With the introduction of our advanced software suite for vehicles, LG is leading the way for new innovation and development across the automotive sector.”
For more information on LG’s vehicle solutions and LG AlphaWare, visit
link hidden, please login to view. # # #
-
-
By News Reporter
In the third episode of the ‘Customers at Heart’ series, we take a look at how LG India created a customized care solution to innovate the customer experience.
LG India, a subsidiary of LG, is unique among its global counterparts as it independently manages sales, installation, repair and maintenance. Leveraging this autonomy, LG India has enhanced customer satisfaction and boosted sales through LG BEST Care, a service extending the warranty period of home appliances, including regular maintenance and cleaning.
Prior to LG BEST Care, LG India offered product care services under LG CareShip, which included routine visits and complimentary filter changes. However, a challenge was that 99% of customers only signed up for the service when they needed it, rather than at the point of purchase. This realization prompted efforts to improve customer engagement and revenue generation.
LG India aspires to conduct regular product inspections by experts to ensure that purchased products are in optimal condition, especially for customers who want to ensure peak product performance throughout the entire period of use. In order to do this, LG India came up with three key customer experience innovations.
The first looked to expand the range of customer choices, broadening the range of CareShip sales channels and products. The second aimed to improve customer impression services, where detailed plans were developed to differentiate the installation and repair experience. The last considered how to create an easy and convenient CareShip management system with customer convenience in mind.
To implement these new services, LG India analyzed data from its 50 million customers based on product type and usage period. This data-driven approach led to the expansion of sales channels and the creation of new care packages tailored to customer demand.
The company has also enriched the customer experience with discount promotions, a wider selection of choices and the introduction of LG SUPER Service – a unique local package offering superior service quality.
LG BEST Care further reflects customer needs by bringing ease and convenience to CareShip’s management system. Services are now automated with a systemized schedule for regular visits. In addition, LG India has increased the number of dedicated care professionals and uses Net Promoter Score to identify and address negative feedback on CareShip products.
These enhancements have yielded impressive results. The number of care products increased from three to ten types, offering a more diverse range of services. The rate of same-day installations and repairs has improved from 66.5 percent to 70.4 percent with SUPER Service. Consequently, LG BEST Care has experienced rapid growth in both customer base and revenue. LG India aims to continue this momentum into 2024 by setting regional monthly goals.
Stay tuned for the next episode of ‘Customers at Heart,’ where we’ll visit another global LG office to discover more innovative customer experience strategies.
# # #
link hidden, please login to view
-
-
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.