LG Electronics announced its strategy for 2019 which focuses on customer satisfaction, especially the after-sales service which is a key factor for buyers of electronic devices in Egypt, as LG is looking forward to acquiring a larger market share.
LG will also invest $15m in Egypt, the most populated Arab country with millions of customers. The company’s investments in Egypt are estimated at $240m. In 2018, LG Egypt exports reached about $200m.
Don Kwack, LG Egypt’s managing director, stated, “LG is about bringing added value to the lives of consumers,” further adding, “Our new strategy for 2019 does not only focus on enhancing and building stronger relationships with consumers, but also ensuring that LG’s clients are offered better post-purchase services.”
The new customer-driven strategy aims to develop LG service centres with three new different ways in order to deal with customers’ requests. The first service is called ‘248 Service’ which gives a 24-hour timeframe for installation and repair without spare parts, and a 48-hour timeframe for installation and repair with spare parts.
The new “Priority Service” is the second service to prioritise specific home gadgets’ disruptions, even if they are related to spare parts. Customers who call before 12pm will be offered same-day maintenance, while next-day maintenance will be scheduled for customers who call after 12pm.
The third service is called “Care and Delight”, an application which contains all kinds of information related to LG’s customer inquiries to include the locations of LG’s service centres, the contact numbers of the call centres, as well as a WhatsApp link in order to ensure a better communication.