[Customers at Heart] LG US Captures the Hearts of Refund-Seeking Customers
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By News Reporter
Although stress is a natural feeling that affects everyone, managing it has become increasingly difficult in today’s digital age. Recognizing this, LG Taiwan recently organized a special forum to help local customers address their anxiety and better manage stress, as part of the global “Optimism your feed” campaign and “Life’s Good with Optimism” initiative.
In the build up to this forum, LG Taiwan launched a psychological test on its Instagram page, aimed at raising awareness about social media-induced anxiety. This initiative helped followers gain a better understanding of the stress they experience from their digital lives.
Held on August 10, the forum featured esteemed psychologist Dr. Hui-Wen Deng and renowned YouTube film critic “Lessons from Movies.” They shared their professional insights and experiences on how social media impacts mental health and provided attendees with practical strategies to manage stress and maintain optimism, aligning with LG’s Life’s Good philosophy.
Dr. Deng explored the negative psychological effects of social media, emphasizing the importance of initiatives like LG’s “Optimize your feed” to help people navigate their online lives without feeling overwhelmed by anxiety.
The event also featured the host of popular YouTube channel “Lessons from Movies,” who shared her personal experiences as a key opinion leader, offering valuable techniques to embrace optimism in the face of criticism.
This event was a hit, with over 100 sign-ups within just half a day and nearly 80 percent of attendees participating in the interactive Q&A session that was held on the day. Many sought advice on how to overcome challenges and maintain an optimistic outlook on life, with many hailing the event as a source of useful information. One guest asked if either of the speakers would be collaborating with LG Taiwan on similar events in the future, or if LG Taiwan had more activities promoting “Optimism” in the works, suggesting a strong desire for more events like this.
On site, Instagrammable photo props and check-in gifts were provided to encourage participants to share their experience with friends and followers via social media. And as they left eager to try out the new techniques they had learned, LG handed out stress-relief fortune cookies and stress balls to each person in the hope of leaving a lasting positive impression and giving them constant reminder of its Life’s Good message.
LG Taiwan’s stress forum not only highlighted the importance of optimism in today’s digital world but also reinforced the brand’s dedication to enriching people’s lives. By providing valuable insights and practical advice on managing stress, LG is helping people navigate the complexities of their online lives, while promoting a message that Life’s Good every day, not just on the good days.
Contributed by LG Taiwan
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By News Reporter
Companies to Offer Comprehensive Package of Digital Office Solutions and Services
Designed to Boost Productivity and Deliver Better User Experiences
SEOUL, Sep. 19, 2024 — LG Electronics (LG) has signed a memorandum of understanding (MOU) with
link hidden, please login to view, a global leader in workplace solutions, to collaborate on digital transformation solutions for modern office environments. The two companies will jointly drive sales and marketing activities for their collaborative efforts and will look to explore further business opportunities in the future. This strategic partnership is expected to strengthen LG’s position in the global B2B market. Ricoh, headquartered in Tokyo, Japan, and with locations in approximately 200 countries worldwide, supports the hybrid workforces of its customers across the globe through a broad range of solutions, from managed workplace services to document management and intelligence process automation, in addition to printers and copiers. As part of the new agreement, Ricoh will pair select offerings with LG’s premium digital signage products and various other B2B solutions. The combination of products and services from two of the industry’s most respected names will deliver an elevated user experience and exceptional customer value.
According to a conducted by Market Research Future, a leading market research company based in India, the global digital workplace solutions market is expected to grow from about USD 33.7 billion in 2023 to USD 90.5 billion by 2030, with a compound annual growth rate (CAGR) of 15 percent. LG, which has identified the B2B sector as a key driver of business growth, aims to expand its presence within the sector and to increase its B2B sales to around 45 percent of total sales (from all business divisions) by 2030. The company is continuously expanding its B2B portfolio and is highly proactive in exploring new, high-potential business areas.
“This global strategic partnership allows us to combine LG’s advanced displays with Ricoh’s communication services, delivering enhanced workplace experience solutions to customers,” said Takahiro Irisa, senior corporate officer and president of the Ricoh Digital Services Business Unit at Ricoh Company, Ltd.
“The pairing of Ricoh’s workplace solutions with LG’s advanced display products will deliver impressive value to customers and further establish LG as one of the most trusted providers of integrated solutions in the B2B market,” said Paik Ki-mun, senior vice president and head of the Information Display business unit of LG Business Solutions Company. “LG will continue to pursue strategic partnerships with innovative global companies to create customized solutions for today’s business environment.”
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By News Reporter
In the third episode of the ‘Customers at Heart’ series, we take a look at how LG India created a customized care solution to innovate the customer experience.
LG India, a subsidiary of LG, is unique among its global counterparts as it independently manages sales, installation, repair and maintenance. Leveraging this autonomy, LG India has enhanced customer satisfaction and boosted sales through LG BEST Care, a service extending the warranty period of home appliances, including regular maintenance and cleaning.
Prior to LG BEST Care, LG India offered product care services under LG CareShip, which included routine visits and complimentary filter changes. However, a challenge was that 99% of customers only signed up for the service when they needed it, rather than at the point of purchase. This realization prompted efforts to improve customer engagement and revenue generation.
LG India aspires to conduct regular product inspections by experts to ensure that purchased products are in optimal condition, especially for customers who want to ensure peak product performance throughout the entire period of use. In order to do this, LG India came up with three key customer experience innovations.
The first looked to expand the range of customer choices, broadening the range of CareShip sales channels and products. The second aimed to improve customer impression services, where detailed plans were developed to differentiate the installation and repair experience. The last considered how to create an easy and convenient CareShip management system with customer convenience in mind.
To implement these new services, LG India analyzed data from its 50 million customers based on product type and usage period. This data-driven approach led to the expansion of sales channels and the creation of new care packages tailored to customer demand.
The company has also enriched the customer experience with discount promotions, a wider selection of choices and the introduction of LG SUPER Service – a unique local package offering superior service quality.
LG BEST Care further reflects customer needs by bringing ease and convenience to CareShip’s management system. Services are now automated with a systemized schedule for regular visits. In addition, LG India has increased the number of dedicated care professionals and uses Net Promoter Score to identify and address negative feedback on CareShip products.
These enhancements have yielded impressive results. The number of care products increased from three to ten types, offering a more diverse range of services. The rate of same-day installations and repairs has improved from 66.5 percent to 70.4 percent with SUPER Service. Consequently, LG BEST Care has experienced rapid growth in both customer base and revenue. LG India aims to continue this momentum into 2024 by setting regional monthly goals.
Stay tuned for the next episode of ‘Customers at Heart,’ where we’ll visit another global LG office to discover more innovative customer experience strategies.
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By News Reporter
Company Reinforces Industry Leadership With
Summit for Technical Consultants From Across Asia
SEOUL, May 30, 2024 — LG Electronics (LG) is currently hosting the inaugural LG HVAC Consultant Leaders’ Summit – LG Alumni Event – in Seoul, South Korea (May 28-31). The summit provides heating, ventilation and air conditioning (HVAC) consultants from across Asia with the valuable opportunity to benefit from LG’s extensive industry insight and to learn more about its advanced technologies. The first-of-its-kind event is expected to bolster the company’s leadership in the Asia region, which is now the world’s most rapidly-expanding HVAC market.
Attending the summit were 46 consultants from five Asian countries: Indonesia, Singapore, Thailand, the Philippines and Vietnam. Technical consultants play a vital role in the HVAC business, supporting customers in important areas including system design, installation guidance and maintenance support. By collaborating closely with consultants in each market, LG is able to provide a differentiated customer experience that adds significant value to its industry-leading HVAC solutions.
With its high-growth potential, Asia has emerged as a key market for the expansion of LG’s HVAC business. Driven by an increase in commercial construction and stricter government energy-saving policies, the region is experiencing escalating demand for smart HVAC systems offering integrated IoT control, building automation and real-time performance monitoring. A respected provider of high-efficiency residential and commercial HVAC solutions based on innovative heat pump technology, LG is working with universities and research institutes to develop the next generation of cutting-edge heat pump systems.
In 2023, LG announced its plan to more than double the sales volume of its residential and commercial HVAC business by 2030 – an ambitious goal that will secure the company’s position as a global top-tier HVAC solutions provider.
Through a series of engaging seminars being led by industry experts, the consultants participating in the LG HVAC Consultant Leaders’ Summit – LG Alumni Event will come away with new insight into the trends and technologies shaping the HVAC landscape in Asia and worldwide. Key topics include zero-carbon buildings and HVAC in the era of Artificial Intelligence.
With Asia as the starting point, LG aims to strategically expand its consultant network around the globe, extending its outreach efforts to regions with high-growth potential, such as Central and South America.
“It’s a pleasure to be sharing our cutting-edge technologies and industry insights with professional HVAC consultants from some of Asia’s most dynamic markets,” said James Lee, head of the Air Solution Business Unit at LG Electronics Home Appliance & Air Solution Company. “We will continue to collaborate closely with our consultant network to ensure the best customer outcomes and to grow our influence throughout the Asia region.”
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By News Reporter
In the first episode of the ‘Customers at Heart’ series, we take a closer look at how HiTeleservice – LG’s dedicated customer service subsidiary – is enhancing the customer experience through improved customer service around the world.
In the cutthroat world of business, having a great product isn’t enough. Companies need to excel in distribution, marketing and innovation to stay ahead. But even with all that, poor customer service can destroy a brand’s reputation and the loyalty it took years to build.
LG knows this well and is stepping up its game in customer service on a global scale. The goal is to create a standout customer experience by applying its proven customer care expertise from home to abroad.
This year marks the start of a new chapter, with HiTeleservice – LG’s customer service arm – setting up a robust support system to help boost the performance of LG’s service centers worldwide. HiTeleservice’s expert Customer Service Representatives (CSRs) will take the lead, sharing their knowledge and skills in customer service practices, talent development and operational strategies internationally.
The plan is to iron out any differences in service quality that come from cultural and operational variances, aiming for consistently high service standards everywhere LG operates. With Customer Care Centers in over 40 countries, supporting more than 50 languages, LG is serious about providing top-notch support, whether online or offline.
HiTeleservice is now ready to roll out significant support after a thorough review of LG’s global customer service operations. The first step is to upgrade the skills of global CSRs with best practices in customer service, focusing on problem-solving from the customer’s viewpoint. They’ll also get access to English training materials from LG’s learning platform.
But it’s not just about a one-off training session. LG is building a system for ongoing CSR talent development and providing advice for running an efficient organization. This long-term strategy is all about keeping service standards high through continuous improvement.
Moreover, HiTeleservice will offer comprehensive training programs to its own CSRs, including language skills for better global communication and specialized training to hone their core competencies. The aim is to develop customer service pros capable of providing expert advice whenever and wherever they’re called for assistance overseas.
In accordance with its recent reinterpretation of AI as Affectionate Intelligence, LG believes that AI can be harnessed to foster more compassionate and understanding customer experiences. Consequently, the company is progressively incorporating AI into its customer service operations.
One such AI innovation is ‘Smile Plus,’ a customer service call system that uses AI to boost the speed and precision of CSR responses. It offers CSRs a comprehensive view of various customer data, including purchase, delivery, installation and service histories from all touchpoints, such as the website, LG ThinQ app and service call records.
Additionally, LG has devised and implemented an AI-driven feature, ‘STT/TA (Speech-to-Text/Text Analysis),’ which transcribes customers’ verbal expressions into text in real-time, eliminating superfluous tasks and averting miscommunication. STT/TA is also capable of understanding the context of the service call and proposing optimal solutions. Furthermore, LG intends to launch its ‘AI Voicebot,’ an autonomous service call solution presently in the development phase, within the year. This service is designed to handle straightforward inquiries during peak service call times or when calls are experiencing delays.
LG’s dedication to customer service goes beyond the Customer Care Center. It includes sales and repairs, spreading its high service standards across the globe. This involves sending experts to train staff on-site in other countries and hosting group training sessions for overseas personnel. Since 2011, LG has been sharing its successful Korean sales strategies with teams in the Middle East, Africa, Central Asia and Southeast Asia.
In essence, LG is not just selling products; it’s delivering an experience. And with this new initiative, it’s committed to offering each customer, regardless of their location, an unparalleled level of service.
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