Lotte GRS declares customer-centered management, appoints chief customer officer

Lotte GRS held a consumer-centered management (CCM) declaration ceremony Thursday at its 79 SQUARE headquarters in Samjeon-dong, Seoul, and appointed a chief customer officer (CCO).

CCM is a government certification regime overseen by the Commission for Shared Growth that evaluates whether companies organize all their activities from the customer's perspective and continuously improve related management practices. Lotte GRS plans to apply for certification review before the end of the year.

"We declare consumer-centered management to place customer satisfaction at the core and highest priority of our operations, to reshape all management activities from the customer's point of view, and to build a sustainable future in which we grow together with our customers," said Lee Won-taek, CEO of Lotte GRS.

Lotte GRS began forming a CCM certification committee in May and has since established three organizational units covering planning, support, and operations and management. The company has also set up dedicated customer service centers for all its franchise brands and is running initiatives to foster a customer service mindset among employees, including an internal awards program recognizing outstanding cases.