Lotte Rental held a declaration ceremony for Consumer Centered Management (CCM) on the 20th, announcing their commitment to customer-centric management.
Consumer Centered Management means structuring all business activities around consumers and continuously maintaining relevant management activities. This is a nationally recognized system evaluated by the Korea Consumer Agency and certified by the Fair Trade Commission.
On the 20th, Lotte Rental declared its intention to pursue the 2024 Consumer Centered Management (CCM) certification at the Lotte Rent-a-Car Seoul Station branch. Around 20 employees, including President Choi Jin-hwan, attended the event, where Lee Seung-yeon was appointed as the CCO (Chief Customer Officer), and a 12-member CCM operation committee was selected, comprised of the CS Team, Compliance Management Team, and Information Security Team. They also established 11 major implementation plans, including company-wide consumer-centered management training and performance management.
At this event, Lotte Rental announced that they will listen to the voices of customers, the foundation of all management activities, and respond quickly through the declaration of a customer-centric management charter. The company plans to enhance business activities that improve consumer utility and rights by reflecting customer opinions across all management aspects, including service, product planning, quality, sales, leadership, systems, and performance.
Lotte Rental is the only comprehensive rental company in Korea, boasting a full lineup of automotive living solutions, starting with the No.1 rental car brand Lotte Rent-a-Car to car-sharing service Green Car, used car auction site Lotte Auto Auction, and vehicle management company Lotte Auto Care.
As its core service brand, Lotte Rent-a-Car is continuously enhancing customer-centered services. They provide customized services targeting all age groups from 20 to 80. They assist customer transportation through short-term rentals and car-sharing, and offer long-term rentals for new cars, named Mycar, and for used cars, Mycar Save, aimed at individual and small business customers.
They also offer services designed for busy professionals and entrepreneurs who find it difficult to visit service centers during weekdays, as well as those who lack experience buying their first car. Their vehicle visitation maintenance service, “Car Maintenance at Your Door,” supports customers’ safe mobility lives with monthly fees starting from 10,000 won.
Additionally, to enhance convenience for short-term rental customers, Lotte Rental operates a “Smart Key Box” for 24-hour contactless vehicle rental and return, as well as a “Delivery Service” for renting and returning vehicles at the customer’s desired location.
President Choi Jin-hwan remarked, “Lotte Rental has been striving to prioritize customer satisfaction based on the philosophy that ‘the solution lies with the customer.’ With the introduction of the Consumer Centered Management system, we will actively listen to customers’ voices and reflect their opinions to strengthen our customer-centric management further.”
Contact: Lee Sang-jin daedusj@autodiary.kr