SOUTH KOREA. Lotte Duty Free has introduced a Consumer Centered Management (CCM) system at its Lotte World Tower store in Seoul as it aims to enhance its customer-oriented philosophy.
CCM recognises companies whose management activities are carried out in consumers’ interests and who are focused on continuous improvement in this area. It is certified by the Korea Fair Trade Commission and operated by the Korea Consumer Agency.
Lotte has also appointed Kim Joo-Nam as dedicated Chief Customer Officer to strengthen its customer service competitiveness and establish the customer-oriented service management system.
The retailer said it would improve processes to reflect customer voices more actively and strengthen customer safety, information protection and complaints handling.
“Lotte Duty Free has a solid advantage in customer service competitiveness in the duty free industry, winning the NCSI [National Customer Satisfaction Index], the largest customer satisfaction index in the industry,” said Kim Joo-Nam. “CCM will help us introduce a more consumer-oriented management philosophy.”
The company was also named the number one duty free company in the Korean Brand Power Index (K-BPI) and secured the top spot in the National Brand Competitiveness Index (NBCI).
