"Address Customer Needs and Pain Points"... LG Electronics Awards 'Customer Experience Innovation Award'

[Image source=Yonhap News]

[Asia Economy Reporter Jeong Hyunjin] LG Electronics announced on the 9th that it recently selected outstanding cases that enhanced customer value across its entire business value chain and awarded the 'Customer Experience Innovation Award.'

This award, given in various fields such as product planning, research and development, sales, service, design, and production, was created to identify latent customer needs, proactively reflect them in business, and share excellent cases that resolved customers' pain points within the company, LG Electronics explained. LG Electronics selected a total of 11 outstanding cases this time and plans to select innovation cases once every quarter going forward.

Representative examples include the development of the wireless vacuum cleaner stand 'All-in-One Tower' released this year and the creation of voice manuals and Braille guides for the hearing and visually impaired. The All-in-One Tower was highly praised for automatically emptying the dustbin of the wireless vacuum cleaner, eliminating the need for customers to separately detach the dustbin. Also, for visually impaired customers, Braille stickers were attached to the touch buttons of the integrated one-body washer-dryer WashTower this year, making it easier to locate the buttons.

Additionally, a case was selected in the automotive parts business where an environment was established to efficiently secure quality that satisfies customers. LG Electronics explained that a responsible employee built a simulation space in-house similar to the customer's local test environment, reproducing tests previously conducted overseas domestically, thereby quickly addressing customer demands and reducing time and costs.

Furthermore, LG Electronics, under the CS Management Center, selected outstanding cases from suggestions directly proposed by customers based on their daily experiences and awarded two customers. Among them, one customer proposed an idea for a 'leg stopper,' a material that helps maintain the product level when the floor where a drum washing machine is installed has a step (unevenness). Installing this material under the washing machine makes product installation easier even if there is a step on the floor.

Kim Wonjoong, Head of Customer Value Innovation at LG Electronics' CSO Division, said, "We are reflecting customer ideas in the PRM process, which develops products considering customer pain points from the product planning stage, including business feasibility reviews." He added, "We will further spread an organizational culture centered on customers and strengthen fundamental competitiveness by communicating closely with customers."

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