Yoon Jong-kyu, chairman of KB Financial Group, suggested in his New Year’s address on Jan. 3 that KB Financial Group create a customer-centered platform like that of Wal-Mart in the United States.
Chairman Yoon stressed the importance of financial platform companies in the New Year of 2022.
“The first-ranked financial platform company we dream of is to make customers use and favor KB financial services more and to instill the perception that customers can conveniently use financial services at KB whenever they go to KB,” Chairman Yoon said.
“I would like to ask you zero in on a few things in order to realize the world-changing finance, which is an exciting goal of our KB employees,” he told KB employees.
The first thing Yoon brought up was customer-centered thinking. The chairman suggested that all KB employees give economic benefits, convenience, and happiness to customers through customer-centered thinking.
“Wal-Mart in the United States gained huge popularity from customers by providing a service called ‘Curbside Pickup’ based on an omnichannel strategy to enhance customer accessibility and convenience,” Yoon said.
“It is an optimized service through which customers order fresh food online and pick it up at offline stores.”
Moreover, Wal-Mart attempted to transform itself into an e-commerce company that combines offline stores with digital technology through the InHome Delivery Service, which allows employees to put products ordered via the internet into customers’ refrigerators, Chairman Yoon said.
KB Financial Group will also provide the best customer experience (CX) through digital initiatives, and make KB a financial group that customers trust through high quality, high speed, and low costs, according to Chairman Yoon.
“Let’s all experience and improve our platforms and services directly from customers’ points of view to provide benefits, convenience, and enjoyment to our customers,” he said.
Second, Chairman Yoon underscored “sticking to principles” in his New Year’s message for 2022.
“Keep in mind that the presence of KB employees is to help customers live a happy economic life so let’s stick to the basics and principles.”
“Each of us is living the best life where we constantly think, realize and strives for the purposes of our lives,” Chairman Yoon said. “This is called a purpose-driven life.
KB Financial Group needs the best talent to constantly innovate to create a better world for its mission of world-changing finance. KB can run its business because there are customers, and KB employees exist to help customers live a happy life.”
“Let’s be faithful to the basics and principles as financial experts who provide solutions to meet customers' diverse needs, earn trust from customers, and become the most trusted lifelong financial partner,” he said.
Third, Chairman Yoon called for the expansion of KB Financial Group’s business territory.
According to a company life forecast, the average life expectancy of companies of the S&P 500 index is about 18 years and that will only decrease in the future, the chairman said.
Although forms of industries have changed and there is fierce competition between industries, long-running companies have learning and studying cultures.
“Let’s keep in mind that the only key to creating sustainable KB depends on the organization’s learning culture, and lead change together through creative ideas and collective intelligence,” he said.
“Let’s make KB that moves one step forward through a culture where employees sincerely play roles in a free atmosphere,” he added.
“In 2021, we were able to take a step closer to our customers with new attempts and ideas and constant innovation to achieve our grand dreams.”
Chairman Yoon emphasized that endless innovation for a better world is indispensable to the accomplishment of KB Financial Group’s mission — world-changing finance and creating a better world and happiness for customers.
“Let’s make KB Financial Group a world-class financial platform company that provides the best customer experience with strong confidence and pride while working hard in our respective positions,” he concluded.
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