'Customer-Oriented' Koo Kwang-mo, LG Chairman: "2020 is the Year to Act with the Customer's Heart"

[Asia Economy Reporter Kim Hyewon] Koo Kwang-mo, Chairman of LG Group, urged that 2020 be a year of practicing with the heart of the customer. Following last year's emphasis on 'LG's unique customer value,' this year he placed the focus on 'practice' by thinking from the customer's perspective and taking immediate action.

On the 2nd, Chairman Koo sent a New Year's message video titled 'LG 2020 New Year Letter' to LG employees worldwide, stating, "I hope we engrave this one thing in our hearts today," and added, "It is to practice with the heart of the customer. Always think from the customer's perspective and take immediate action."

Starting this year, LG has replaced the offline opening ceremony with digital delivery of the New Year's video message via mobile and PC. Chairman Koo's video message was separately produced with English and Chinese subtitles for global employees. LG explained that this change aims to communicate more closely with LG members worldwide without being restricted by time and place, aligning with Chairman Koo's pragmatic management style that does not adhere to formalities.

The New Year's video begins by introducing messages from customers about LG's products and services. Then, Chairman Koo responds by saying he felt there is much to be done this year while listening to customers' words, and delivers the main message. He discusses how to create customer value well by answering five questions about ways to practice customer value.

The first question displayed in the New Year's video subtitles was, "What should we start with to put customer value into practice?" In response, Chairman Koo said, "Everything must start from the customer's pain points. Pain points are everything customers expect from us, and wisdom is needed to utilize digital technology to accurately and quickly read the customer's mind."

Next, to the question, "Once you have read the customer's mind, what is the most necessary thing next?" he emphasized, "Rather than sitting and reviewing, once the direction is clear, you must challenge and try immediately. Instead of spending time finding a hundred reasons why it won't work, you should be able to step forward for one reason why it should."

To the third question, "How should we immerse ourselves in executing customer value?" he said, "I believe that making customers happy should become the joy of LG employees. To do so, the opinions of those who know customers well must be respected, and when evaluating performance, the happiness and impression of customers should be the most important criteria."

When asked, "What do you think is the ultimate goal of customer value?" he answered, "Of course, customer impression. After presenting good products and services to the market, don't think it's over; I hope we watch over customers until the end with the mindset that this is another beginning."

Finally, when asked about the phrase he wants to emphasize most this year, Chairman Koo reiterated, "Practice with the heart of the customer, always think from the customer's perspective and take immediate action."

Chairman Koo said, "Many say that the management environment in 2020 will be more difficult than ever," and added, "All the more, I believe we must refine and develop LG's unique thoughts and actions to practice customer value." He continued, "Let's all create a warm company that leads in delivering customer impressions and moves toward a better future and world."

This content was produced with the assistance of AI translation services.