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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