LG Claims Top Ranking in Customer Satisfaction for TVs and Home Appliances
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By News Reporter
From January 9-12, LG displayed its newest innovations at CES 2024 under the theme of ‘Reinvent your future.’ This meticulously curated booth, featuring zones across various spaces, demonstrated LG’s expansion beyond the home into new areas, such as mobility and commercial spaces, in its journey to become a ‘smart life solution company.’
Let’s take a look at some of LG’s cutting-edge products introduced at CES 2024, designed to make life better not only for customers but the earth as well.
Before entering LG’s booth, visitors were welcomed by the familiar hues of LG Active Red, a signature color for the company. The entrance featured two large displays showcasing the company’s Life’s Good brand promise incorporating new creative elements aimed at resonating with younger audiences, infusing the brand with a touch of youthful exuberance. This preview set the stage for an exploration of how LG’s advancements in technology are poised to enhance the customer experience to, ultimately, make life better.
The spotlight of the show was the
link hidden, please login to view, the world’s first 77-inch 4K wireless transparent TV – a truly spectacular innovation unlocking new possibilities. The massive media art display, comprised of fifteen 77-inch LG OLED Ts seemingly floating in the air, highlighted the TV’s ability to move freely without being constrained by wires or cords – a feat made possible by the Zero Connect Box.
In the ‘Life with OLED T’ zone, created in collaboration with premium Dutch lifestyle brand Moooi, LG presented how the LG OLED T can redefine the screen experience, liberating the space and transforming into a design object to open a realm of possibilities like never before. The TV’s Transparent Mode enables it to blend with the surroundings, transcending the traditional dominance of a television and becoming a part of interior design. When it’s time to view content, users simply have to raise the black screen to enjoy the exemplary LG OLED picture quality to the fullest.
The zone also featured other TVs, including the Posé, a lifestyle TV from the LG OLED Objet Collection, which also elevates the home as an object of décor. The LG StanbyME Go, with its portable briefcase design, adjustable 27-inch touchscreen and 3-hour battery life, prioritizes user convenience and offers ultimate flexibility for on-the-go entertainment.
The zone featured more than just TVs. Unveiled for the first time at CES, the is the newest model that takes the ultra-lightweight, compact design and powerful performance that LG gram is known for to the next level. Next to the LG gram Pro, visitors had the opportunity to try out the newly unveiled , equipped with LG’s webOS platform, providing access to OTT streaming services, home office applications and various content, all without the need for a PC connection.
LG’s smart TV platform, webOS, provided a wealth of entertainment and engaging experiences, aligning with LG’s objective to transform into a media and entertainment platform company. Inviting users to explore the world of entertainment powered by webOS, the ‘webOS Experience Zone’ comprised numerous self-lift OLED displays playing an endless stream of content from webOS content partners. Placed at the end of the tunnel, the 97-inch LG OLED M stood as LG’s first 4K 144Hz wireless TV, powered by Alpha 11, the world’s first processor dedicated to OLED. This innovative technology played a crucial role in ensuring lifelike picture quality and immersive, space-filling sound by adapting to the viewer.
Next, the ‘Smart Home’ zone highlighted CEO William Cho’s insights shared during LG World Premiere, where he introduced the concept of redefining AI as “Affectionate Intelligence.” To offer visitors an idea of the rich ecosystem created by LG products and connected through ThinQ, the zone was filled with a wide variety of LG appliances equipped with AI-supported intelligent sensors, optimized to study and analyze users’ unique life patterns to generate data that can be used to train LG’s AI.
At the zone, visitors were able to witness a demonstration of LG’s smart home AI agent, an all-around home manager and companion that showcased the company’s commitment to realizing the vision of a “Zero Labor Home.” The AI agent, featuring an advanced ‘two-legged’ wheel design, autonomously navigates through the home. Leveraging multi-modal AI technology, it possesses the capability to comprehend context and intent, enabling seamless communication with users.
After exploring LG’s TVs and home appliances, visitors moved on to see how LG is expanding into new spaces, starting with mobility. Introduced at IAA Mobility in September 2023 and showcased for the first time at CES 2024, LG Alpha-able proposed a future mobility experience where vehicles transcend mere transportation functions, evolving into spaces for efficient use of time and diverse experiences.
The zone also featured the EV Charger section, demonstrating LG’s capabilities as an integrated solution provider in the mobility space, with LG e-Centric standing as the company’s solution for the optimal operation and efficient management of EV chargers.
Transitioning to the ‘Commercial’ Zone, attention shifted to LG’s B2B products. The zone, themed around a trip to Las Vegas, showcased various products, including transparent OLED displays, biometric authentication, AI-based personalized advertising solutions and robot products such as LG CLOi, in various commercial environments. The zone also introduced digitalized and eco-conscious HVAC solutions and Building Energy Management, delivering exceptional performance to commercial buildings.
Continuing the journey, the ‘LG Labs’ zone, an area dedicated to the company’s experimental and innovative products and services, garnered significant attention. At its center, ‘Bon Voyage’ showed LG’s take on a customized living space designed to extend the living space into nature. The upgraded camping trailer version of Bon Voyage optimizes space utilization and mobility, furnished with various LG products, including a refrigerator, electric stove, water purifier, Styler and shoe care products. Additional showcased products included the 4K projector LG CineBeam Qube, LG gram Fold, LG XBOOM and LG StanbyME Go.
Last but not least, the ‘Sustainability’ zone highlighted LG’s efforts to create a Better Life for All through products incorporating recycled materials, such as LG tiiun mini. Also on display were LG’s sustainable home solutions, such as LG’s hydronic heating system and Home Energy Platform.
LG’s CES booth spotlighted the company’s latest innovations, not only enhancing the customer experience within homes but also extending into mobility and commercial spaces. Stay tuned for more updates on LG’s innovative products and solutions, ensuring customers continue to believe that Life’s Good.
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By News Reporter
With Six Wheels and Independent Suspension, LG’s Latest Autonomous Serving Robot
Offers Enhanced Service Delivery in Food Retail Environments
SEOUL, July 19, 2023 — LG Electronics (LG) has unveiled its newest LG CLOi ServeBot (model LDLTR30), a smart service robot convenient for places where service is needed, including restaurants. Boasting a quick and stable autonomous driving system that can handle various types of flooring, and an upgraded design with enhanced features, LG CLOi ServeBot ensures reliable service delivery. The new model also has a guide function for helping customers to find their way around, freeing up staff to spend more time on management and administrative duties.
First launched in early 2020, LG CLOi ServeBot is designed to be deployed in public spaces such as restaurants, hospitals and office buildings to assist humans without human-to-human interaction, and is optimized for in-person customer service. The latest version offers enhanced driving performance with 6 wheels and independent suspension, allowing for stable operation on different kinds of flooring, including carpet and braille blocks. It also has a 3D camera and a light detection and ranging (LiDAR) sensor. This enables the CLOi ServeBot to securely transport beverages and meals, including soups and noodles, even when travelling over surfaces with a slope of up to 5 millimeters (0.2 inches). Additionally, this advanced technology lets the CLOi ServeBot navigate obstacles smoothly, ensuring that none of its valuable “cargo” is upset.
The new LG CLOi ServeBot also delivers increased storage capacity and flexibility. Its 4 easy-to-access shelves (21 x 17 inches) – including one that can be used as main drawer – can collectively manage a load of up to 40 kilograms (88 pounds). The upgraded LG CLOi ServeBot offers further convenience with its upper pockets and cup holders, and features an additional bottom drawer that can be used for storing items such as napkins and utensils. For extra versatility, the LG CLOi ServeBot’s shelves are detachable and can be adjusted up or down within a range of 2.8 inches.
LG’s newest CLOi ServeBot provides smarter service thanks to its large 10.1-inch display and built-in content management system. Operators can adapt the autonomous robot for a specific use scenario by choosing an appropriate facial expression and by displaying videos, images or text. As such, LG CLOi ServeBot can communicate relevant information to customers, such as menu recommendations or in-store promotions, and also advertise services from partner companies. Additionally, LG CLOi ServeBot can be used for entertainment purposes, such as displaying customized content for special events and celebrations. What’s more, LG’s new service robots communicate with each other to coordinate their movements; facilitating smooth, efficient operation in food retail environments.
“LG CLOi ServeBot is a reliable partner capable of efficiently carrying out various service delivery tasks, from serving and guiding customers to providing engaging entertainment and useful information,” said Roh Kyu-chan, vice president and head of the robot business division of LG Electronics Business Solutions Company. “Leveraging LG’s autonomous robotic technology, we will continue to consistently deliver new and exciting experiences that bring greater value to our customers.”
LG’s new CLOi ServeBot is currently available in the United States and Japan, with plans for a global rollout in the future.
For more information about LG CLOi ServeBot, visit
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By News Reporter
According to LG, nothing is more important than providing outstanding customer experiences through its advanced products and services. Driven by its core value of always delivering an ‘Uncompromising Customer Experience,’ LG prioritizes the creation of first-class customer experiences above all else.
The company strives to deliver exceptional quality at every stage of the product life cycle, from initial product planning and providing after-sales service to the release of a new model.
With this in mind, LG CEO William Cho recently took the time to inspect a service site before Korea’s peak summer season hits.
On June 16, the CEO visited the company’s service center in Hongdae – a vibrant, youthful district of Seoul – to look into how preparations for its after-sales service peak season, from June to August, were going.
He first examined the status of securing special support personnel in areas where service requests are concentrated, building a system that enables service managers in neighboring areas to provide immediate support so that customers don’t have to wait long at a time when the heat is almost unbearable.
The CEO also reviewed the manuals used in the event of natural disasters, such as a heat wave or torrential rain. And as more rain is forecasted this summer, the system has been reorganized to provide immediate recovery support during a disastrous flooding event.
CEO Cho then went on home appliance repair calls related to LG’s refrigerators or ACs, which allowed him to listen to stories and feedback from customers in their own homes.
“My heart goes out to customers worried about the recent hot and humid weather,” said CEO Cho. “We will continue to do everything we can to respond to and address customer inconveniences on time without delays.”
The company has made continuous efforts to make summer as cool and enjoyable as possible. For instance, LG has been conducting AC pre-inspections since March, which involves a service engineer visiting the customer’s home to check the appliance’s performance free of charge. In fact, the company has already made three times more pre-inspections of its ACs than last year.
CEO Cho has also talked directly with service managers to better understand the factors that increase their sense of accomplishment and the difficulties they have felt in the field, and to brainstorm new ideas for providing faster, more efficient services. “Symbolic of LG’s customer service, service managers play the most important role in bringing a smile to customers as the real faces of our company,” mentioned Mr. Cho, who continued by reiterating the company’s commitment to discovering various ways to make life good for customers.
The company has long prioritized providing quality after-sales services. Since 2002, LG held an internal event called the ‘Service Olympics,’ which challenged service managers to put their service capabilities to the test and share their know-how with other service workers so that every possible appliance issue can be handled swiftly going forward.
In March, CEO Cho visited Hi-Teleservice, an LG subsidiary specializing in customer service, to meet customer counseling consultants. Recognizing that a better working environment for customer service pros can lead to excellent customer experiences, he encouraged the introduction of a “balanced work system” that allows them to work from home three weeks per month, as well as activities promoting effective communication in the workplace.
The company plans to continue conducting on-site service inspections by executives to best reflect customer feedback into its service policies. “True customer experience innovation begins with listening to the customer and is only complete when that customer is left smiling with satisfaction,” said CEO Cho.
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By News Reporter
In this installment of On the Job, we look into the design history of LG SIGNATURE to learn how LG’s luxury brand provides unparalleled customer experiences.
What role does design play in shaping the home appliance user experience? Let us consider the thoughtful innovation that enables users to knock twice on their LG InstaView refrigerator to see inside without even having to open the door – or the smart screen applied to LG’s latest washers which streamlines control by replacing the more traditional dials and switches with an intuitive touch-based interface.
(From left to right) Sangin Chung, Jayoen Kim, Inyoung Hwang and Mimi Bae at Home Appliance & Air Solution
LG SIGNATURE UX Design Team
In both of these cases, LG has cleverly evolved key elements of what is called ‘user experience design’ to boost usability and create new convenience that expands and improves the overall customer experience. Armed with a deep understanding of users and their everyday needs, user experience designers at the LG SIGNATURE UX Design Team have played a pivotal role in shaping the unparalleled quality and easy-to-use features that the brand is synonymous with.
Reimagining the Customer Experience
Experience design is not, however, limited to matters of function and user-device interaction. “Taking a look at the term experience from a wider view, we find that experience design actually encompasses aspects of branding – referred to as brand experience – as well as the impact products have on the user’s living environment and day-to-day lifestyle – referred to as customer experience,” explained Jayoen Kim, design professional at LG SIGNATURE UX Design Team.
Designed for those seeking a more luxurious way of living, LG SIGNATURE products bring together the best of aesthetic and functional design to add a touch of sophistication to all areas of the customer experience. The seamless marriage of form and function, LG SIGNATURE’s premium appliances boast a timeless quality that transcends any particular interior decorating trend or style and has struck a chord with discerning consumers worldwide.
Consistent Design Makes a Timeless Brand
The ability to produce a single, coherent aesthetic or design language is crucial when building a consistent, recognizable brand image – and to fostering a lasting brand legacy. “Through design, we’re letting the brand speak to our customers,” said Inyoung Hwang, design professional at LG SIGNATURE UX Design Team. “Part of our job is making it easier for consumers to recognize the unique brand philosophy governing our products, by adhering to a specific visual tone and manner across all appliances.”
From its inception in 2016, LG SIGNATURE has cultivated a product aesthetic that consistently delivers, and clearly conveys, a focus on providing customers with ultra-premium experiences. These experiences are then fully realized by the uniting of elements that are just as integral to the brand’s identity as its distinctive style – namely, impressive performance, user-centric features and high-quality materials.
The first-generation LG SIGNATURE lineup
In 2014, the LG SIGNATURE design committee was formed with the aim of fostering design-centric innovation. Introducing a “design-first, develop-second” product approach which was groundbreaking at the time, the first-generation LG SIGNATURE lineup was revealed to the world at CES 2016. LG’s exclusive brand has remained true to its heritage and is still considered a trailblazer in the luxury home appliance market.
The very essence of style and functionality, LG SIGNATURE’s first-generation products paired clean, sophisticated design with cutting-edge technologies. Completely devoid of knobs and buttons, the first-generation LG SIGNATURE Washer showcased the elegant, minimalist look that has continued to be a hallmark of the brand’s peerless appliances.
Evolving Features, Unchanging Philosophy
While LG SIGNATURE’s commitment to timeless design remains unchanged, its interpretation of next-level luxury – and accordingly, its product offerings – are continuously evolving. Unveiled at this year’s CES under the theme of ‘Live Beyond’, the second-generation LG SIGNATURE lineup presents a refined vision of luxury living, building on all that makes the brand so great and taking it a step further.
The new lineup is in keeping with the minimalism of the first generation, but adds chic new colors, materials and finishes to choose from. Users can look forward to enhanced technologies as well as upgraded design. The new LG SIGNATURE 4-Door French-Door refrigerator, for instance, features Dual InstaView for an even more streamlined and convenient customer experience.
The second-generation LG SIGNATURE lineup
Outstanding design outlasts the era in which it was conceived, influencing the way people gauge and appreciate beauty for generations. An iconic brand with a timeless aesthetic, LG SIGNATURE has redefined home appliance design and will never relent in its pursuit of customer-driven innovation. Stay tuned to
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By News Reporter
We are living in the era of the ‘experience economy’ where the ability to offer customers memorable experiences has become key to brand reputation and indispensable for business growth.
Within this context, companies need to shed the description of ‘manufacturer’ or ‘provider of goods and services’ and, instead, transform their identity into that of ‘partner for a better life.’ This, however, can only be achieved by building solid, sustainable relationships with customers through the realization of differentiated experiences that offer unexpected value and gratification. In today’s environment, producing quality goods is, by itself, no longer enough to guarantee customer loyalty.
Customer loyalty is now viewed by many as an outdated term, especially where the
link hidden, please login to view (a widely-used term in South Korea that encompasses millennials and Gen Z) is concerned. One of the most powerful consumer groups, MZ Generation take a more case-by-case approach to purchasing, rather than sticking with a particular brand out of any sense of loyalty. They typically seek out solutions that fit with their lifestyle, while also looking at financial cost, environmental impact and whether or not the item in question delivers an element of ‘emotional satisfaction.’ On this last point, companies are now using the power of data to help them quantify and categorize the constituent parts of ‘satisfaction’ and develop seamless, hassle-free experiences that offer practical and ‘emotional’ benefits to customers. Attached and Connected: A New Standard for Brand Power
To gain a competitive edge in the era of the experience economy, establishing an emotional connection with customers has never been more vital. More and more companies are recognizing this fact, and, to this end, are making every effort to improve the customer experience (CX). Fostering a connection in this way can result in a deep relationship between customer and company that grows stronger over time and runs deeper than those based on the former model of customer loyalty.
Unlike physical goods, experiences don’t depreciate in value. Rather, companies can increase the value of the experiences they offer by constantly refining and evolving them which, in turn, may lead to better company-customer relationships and business outcomes. Ultimately, how expertly a company can develop and innovate in all areas of the CX will be a determining factor in their market performance and brand value – not just in the short-term, but in the medium- and long-term as well.
Transformed Retail Spaces to Attractions
With the ubiquity of online shopping, consumers are less likely to spend time going to offline stores – unless, that is, they offer something genuinely exciting or intriguing. Creating unique, in-store experiences or customer zones that offer a relaxing, inviting atmosphere that one wouldn’t typically associate with a traditional retail space, is a necessity for retailers looking to lure the MZ Generation away from their favorite online stores. Such activities also come under the umbrella of CX and represent an important touch point for establishing a greater rapport with and understanding of target customer groups.
Marketing is another arena where brands can connect directly with consumers to actively communicate their values and philosophy but catching the attention of people who encounter more than 3,000 advertising messages a day is no simple feat. In this climate, spatial marketing – which is conducted through sites such as flagship stores and pop-ups – is an excellent solution for standing out, and a great way of delivering one’s unique identity and messaging. A physical space can ‘embody’ what a brand stands for on multiple levels – from décor and design decisions, to location choice and the way on-site interactions are directed or guided. Add in a curated selection of products and personalized demonstrations tailored to the audience, and a brand can provide a versatile experience that customers will likely remember and resonate with.
‘Retail technology’ – the integration of information and communications technology (ICT) in retail settings – further enhances the ability of spatial marketing to stimulate an emotional response, one that can draw potential customers to a brand, or solidify the affinity that existing customers have for a brand.
Spaces are where our lives unfold. They are where we make memories and form opinions and relationships that can last a lifetime, and this is where the true power of spatial marketing resides. Through cutting-edge technologies, the empathetic consideration of space and a thorough understanding of what consumers value, LG continues to deliver original, unique experiences to millions of customers worldwide. Around 800 of the company’s expert designers are currently hard at work developing customized products based on comprehensive and ongoing analyses of today’s diverse consumer lifestyles.
At Milan Design Week 2022, executives from LG’s Home Entertainment and Home Appliance & Air Solution companies introduced LG’s ‘CX innovation’ management strategy and vision for the future. The company is continuously launching special spaces in Korea and various overseas markets, enabling consumers to see, feel and experience LG’s unique CX for themselves.
By Lee Hyang-eun, managing director of the Customer Experience Innovation Division at LG Electronics
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