SOUTH KOREA. Lotte Duty Free has secured the Consumer Centered Management (CCM) certification for the third consecutive year.
CCM is a system managed by the Korea Fair Trade Commission and the Korea Consumer Agency for evaluating and certifying whether a company’s activities are structured properly from a customer-centric perspective and whether such management is continuously improved.
The key criteria for evaluation are leadership, CCM system, CCM operation and performance management. A company is certified if it passes the final deliberation process of the Fair Trade Commission.
Over the past two years, Lotte Duty Free has strengthened its commitment to enhancing the level of its customer service. Among the company’s efforts to elevate customer experience are creating a hyper-personalised marketing system based on AI big data and introducing a mobile self-payment service and mobile number tags.
As a result, Lotte Duty Free’s entities in Seoul, Busan and Jeju, including Hotel Lotte Duty Free, Lotte Busan Duty Free and Lotte Duty Free Jeju have once again been awarded the CCM certification.
Lotte Duty Free CEO Kim Joo-nam said: “It is meaningful that Lotte Duty Free’s three domestic corporations have obtained CCM certification together three times in a row. Lotte Duty Free will continue to do its best to practice and continue consumer-centered management.”
In June, the leading travel retailer rolled out a ‘mobile passport service’ – technology that allows domestic and foreign shoppers to register and purchase duty free goods at its downtown stores without using their passports.
The company also launched the ‘Omni Service’ in November last year, an integrated online and offline channel shopping service that encompasses product information checks, store visit reservations, and a mobile self-payment function before visiting a store. ✈
