Hwang Hyun-sik, LGU+ President: "Quality Over Quantity, We Must Turn Customers into 'Jjinpan'"

First New Year's Address After Inauguration, Filming New Year's Message Amid Gangnam
"We Must Turn Customers into 'True Fans' Who Promote Our Service Around Them"
"We Need to Move Away from Sales Methods and Structures That Emphasize Price"

Hwang Hyun-sik, President of LG Uplus, delivered a New Year's message to employees through a video filmed at the Gangnam complex cultural space 'Ilsang Bi Ilsang-ui Teum'.

[Asia Economy Reporter Han Jinju] Hwang Hyun-sik, CEO of LG Uplus, emphasized in his first message of 2021 that the company must move away from a price-centered sales approach and pursue qualitative growth by extracting what customers truly want.

On the 4th, LG Uplus announced that CEO Hwang delivered a New Year's message to employees through a video filmed at the Gangnam complex cultural space 'Ilsangbi Ilsang-ui Teum' (hereafter Teum). Teum is a space opened by LG Uplus in September last year, and CEO Hwang chose this location to communicate casually with employees at the site where they meet customers.

In a Q&A format, CEO Hwang explained the vision he wants to create together with employees for LG Uplus. Regarding how to transform into a customer-centric company, he said, "The start of all change is the customer," and added, "All our employees must focus on the customer and be 'crazy' about the customer." As a methodology, he stated, "We must provide quality that exceeds customer expectations," and "We need to pool company-wide capabilities to improve and eliminate chronic complaints (Pain Points) caused by the failure to shift to customer-centric thinking."

He stressed the need to break away from a price-centered sales structure and approach creating so-called 'true fans' who directly promote the company's services. CEO Hwang said, "We must prioritize quality over quantity, focus on improving customer value, which is the essence of the telecommunications business, and create 'true fans' who inform others about our services," adding, "It is necessary to analyze customer desires in detail and precisely extract what target customers want."

He continued, "Sales must also evolve to efficiently deliver customer value. We must move away from the sales methods and structures that heavily emphasized price."

He also highlighted the necessity of securing future growth engines through new businesses such as subscription services, smart factories, and autonomous driving. CEO Hwang said, "In the telecommunications business, we must solidify a system for qualitative growth while creating new growth engines," and added, "In the consumer business, we should expand into related businesses such as advertising and subscription services through competitive content and customer data, and in the enterprise business, we must secure competitive solutions in areas like smart factories and autonomous driving to commercialize them, creating a virtuous cycle."

Finally, CEO Hwang stated that to create change, the company must become a 'joyful and dynamic organization.' He explained, "Customers in the telecommunications business are changing dramatically, so for the company's survival, an organizational culture that changes at lightning speed is necessary," and added, "We must completely reform organizational structure and decision-making processes so that rapid experimentation, quick decision-making, and swift execution become routine 'work methods' within the organization."

He further said, "We will establish a Uplus culture where work done with joyful immersion is evaluated and managed, and active discussions take place in meetings," and "Additionally, we must enhance leaders' coaching capabilities to support the growth and motivation of members."

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