Senior Manager, CRM, LG Electronics USA
Winning ways: Yu knows that satisfied customers are the backbone of any successful business. That’s why she’s spent the past two years revamping LG Electronics’ entire approach to customer relationship management—from the CRM tools to the company’s creed and philosophy. In this overhaul Yu defined new customer segments and created loyalty, customer service, and brand advocacy programs for LG’s electronics, appliance, and mobile businesses. In fact, Yu helped LG Electronics set records for lead generation and repeat purchases through refurbished, segmented newsletters and with LG’s first multichannel e-commerce program. Her efforts have led to new heights in customer satisfaction and engagement, which have translated to improved retail support and boosted revenue.
Defining moment: “I realized that I liked communicating with customers one-to-one while working in various marketing roles at Volvo. One-to-one communication is more unique; it’s more relevant to the person. That’s something that people react better to—not those general communications that are out there. That even applies to me.”
Words to live by: “In matters of style, swim with the current; in matters of principle, stand like a rock.”—Thomas Jefferson
Head swivel: “I recognized that personal data leads to a direct relationship with the customer. We’re making sure with this data movement that LG communicates directly with customers.”
Good advice: In the early years, keep your head down and focus.
First job: “Lifeguard; I spent many summers at the pool.”
Currently reading: The Gift Is You by Dr. David L. Wolf
Favorite mobile app: “A weather app because of my constant travels and sightseeing dreams.”
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