Jo Joo-wan, President of LG Electronics, "Providing F·U·N Customer Experience is True Innovation"

The first official message's core keywords are 'Fun·Unique·New'
Emphasizing innovation across all areas including business models, methods, and organizational capabilities
Paradox of execution for 'winning growth' and 'successful change'
Promise to break down barriers between teams and strengthen communication with employees

Jo Joo-wan, President and CEO of LG Electronics

[Asia Economy Reporter Lee Hye-young] "Providing innovative experiences that are First, Unique, and New?experiences no one has ever thought of?is true customer experience innovation."

Jo Joo-wan, CEO of LG Electronics, presented a management strategy prioritizing the provision of 'F·U·N experiences' to customers. He emphasized that to achieve 'winning growth,' it is essential to deliver differentiated customer experiences, which requires innovative perspectives and organizational culture changes.

On the 23rd, Jo delivered a New Year's video message containing these points to employees. This was his first official message since being appointed as the new CEO of LG Electronics through the regular executive personnel reshuffle on the 25th of last month.

Jo stated, "Our goal must be clearly established as continuously providing F·U·N experiences to impress customers," and urged, "Let us achieve customer experience innovation in all areas: business models that build diverse touchpoints and communicate with customers, business methods that provide customer experiences so unique that once experienced, customers find it hard to go back, and organizational capabilities that research and plan differentiated customer experiences."

Jo’s message aligns with the management vision of LG Group Chairman Koo Kwang-mo, who unveiled his New Year's address on the 20th. In a digital video containing his New Year's message, Chairman Koo presented the goal of "creating valuable customer experiences that are hard to revert from once experienced" to employees. Jo also emphasized LG Electronics’ ultimate aim, stating, "It is to enhance corporate value based on differentiated innovative technologies and business models, and to provide customers with better lives and values, thereby achieving sustainable growth."

To this end, Jo said, "Qualitative management that brings changes to business models and methods is necessary, and we must steadily execute 'winning growth' and 'successful change.'" He also stressed, "We must promote digital transformation based on deep understanding and empathy for customers to provide innovative experiences."

Jo diagnosed that to realize the ‘F·U·N experience,’ comprehensive changes in employees and the organization must be supported. He said, "We need to shift our perspective to see that customers purchase experiences, not products," and urged, "LG Electronics must reinterpret all perspectives from the customer's point of view so that it becomes 'the obvious choice in daily life' and 'the choice for a progressive life' for customers."

He added, "It is essential to break down barriers between organizations and establish an organic operating system where employees communicate closely to coordinate and integrate diverse opinions," and "Externally, we must actively introduce professional capabilities and strengthen collaboration systems that can internalize them."

Jo promised to further increase communication by expanding touchpoints with employees in the future. He said, "I will strive to communicate frequently and closely with all employees so that they can feel the joy of working at the company and the fulfillment of their work."

Quoting Friedrich Nietzsche’s phrase, "What does not kill us makes us stronger," Jo concluded his New Year's address with the message, "We, who have continuously pursued change and innovation amid the pandemic, will become even stronger going forward."

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