Consumer Centered Management
Acquisition of
CCM certification CCM certification mark
In April 2019, Lotte Duty Free held a CCM proclamation ceremony to enhance awareness of consumer rights and strengthen service competitiveness.
The CCM scheme strengthens service competitiveness for consumers, achieves sustainable consumer satisfaction through a consumer-oriented operating system, and further enhances consumer satisfaction that meets the service level as Korea's No. 1 and global No. 2 duty-free shop. Lotte Duty Free not only actively reflects the voices of consumers through VOC field council meetings but also stabilizes the relevant processes for safety, data protection and complaint handling through well-structured manuals.
With our activities highly acknowledged, Lotte Duty Free acquired CCM certification in December 2019. We will stay committed to practicing consumer-oriented management.
CCM organizational structure
CCM work process
Consumer Communication Manager (CCM Operations Office)
- Strengthening service competitiveness
- Enhancement of service awareness and professionalism
- Making service manual to support branch stores
- Service field coaching
- Service improvement
- Taking actions for branch service improvement
- Service improvement campaigns
- VOC of branches with excellent customers
- Establishment of service strategy
- Service evaluation and level management
- Service policy and contact point service management
- Company-wide VOC management
