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LG Electronics Inc.: Making Waves in the North American Market for Washing
Machines

Article · January 2008

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 LG Electronics Inc.:

Making Waves in the North

American Market for Washing
Machines

11/2007-5463

This case was written by Joseph Lajos, PhD Candidate (INSEAD), under the supervision of Amitava Chattopadhyay,
The L’Oreal Chaired Professor of Marketing-Innovation and Creativity and Professor of Marketing (INSEAD) and Eun-
Ju Park, Marketing Education Manager (LG Electronics Learning Center, Competency Development Group). The
authors would like to thank Mr. Michael Ahn, President & CEO of North America Headquarters; Mr. Joon Jun,
President of North America Brand Marketing; Mr. Jae-seung Kim, General Manager, Digital Appliances North
America Marketing; Mr. Il-chul Chang, Assistant Manager, Digital Appliances Overseas Marketing – North America
Group; Mr. Gyungkyu Lee, General Manager, Digital Appliance Product Planning; for their support and help in the
development of this case study. This case is intended to be used as a basis for class discussion rather than to
illustrate either effective or ineffective handling of an administrative situation.
Copyright © 2007 INSEAD
N.B. PLEASE NOTE THAT DETAILS OF ORDERING INSEAD CASES ARE FOUND ON THE BACK COVER. COPIES MAY NOT BE MADE WITHOUT PERMISSION.
It was a hot summer day in New York City. Five minutes outdoors in the thick humidity was
enough to make anyone sweat, and city residents were running their air conditioners and
washing machines around the clock. Meanwhile, twenty minutes away at the LG Electronics
Inc. (LGE) R&D facility in Englewood Cliffs, New Jersey, the company’s North American
Product Planning (NAPP) team was trying to figure out a better way to help people clean their
clothes.

The team had been working long hours for the past several months, designing a new flagship
washing machine to help LGE make the most of its recently formed strategic alliance with
Home Depot, and to support the company’s goal of introducing a completely new washing
machine platform at least once every two years. The team hoped that the new machine would
help LGE finally gain distribution at Sears, America’s largest home appliance retailer. After
developing and testing new technologies, determining technical limitations, and conducting a
great deal of consumer research, the team now faced the difficult task of finalizing the new
washing machine’s design. Team members needed to decide what features and functions to
include, whether to build multiple models or just one, and whether or not to introduce one of
two new concepts. The first was a single unit washer-dryer combination, and the second, a
new and innovative steam washing technology that LGE had developed and patented 1 .
Furthermore, they needed to decide how the new washing machine should be priced and
marketed.

In less than two weeks, the team would present its recommendations to Michael Ahn,
President & CEO of North America Headquarters. The team knew that its washing machine
design would need to support LGE’s vision of being recognized as a premium brand, and
becoming one of the world’s top three electronics firms by 2010.

LG Electronics Inc.
Company History

LGE is part of the LG Group, a South Korean conglomerate headquartered in Seoul. The LG
Group traces its origins to 1947 when In-hoe Koo founded the Lak Hui Chemical Industry
(“Lucky Chemical Industrial Corporation”) to produce a cosmetic called Lak Hui Cream
(Lucky Cream). In 1952, Lak Hui began producing plastic lids for cosmetic containers, and
soon diversified into other plastic products such as combs, soap cases, toothbrushes,
tableware, and PVC pipes. Lak Hui introduced its own brand of toothpaste in 1954, followed
by a variety of soaps and detergents in subsequent years.

In 1958, Mr. Koo founded the Goldstar Corporation Ltd. to enter the electronics industry.
Goldstar produced Korea’s first radio in 1959, and began exporting it to the United States and
Hong Kong in 1962. Goldstar moved on to produce Korea’s first electric fan, telephone,
refrigerator, black and white TV, air conditioner, elevator, escalator, and washing machine
within the next 10 years. In 1978, Goldstar reported that its cumulative exports had exceeded
$100 million, and the company soon expanded its operations into North America. Goldstar
opened a manufacturing plant in Huntsville, Alabama in 1982; a business office in Sunnyvale,

1 LG Electronics held patents on more than 100 technical details of the steam technology in Korea, the US,
and the major European markets until 2023.

Copyright © 2007 INSEAD 1 11/2007-5463

California in 1983; a research and development center in
Emeryville, California in 1984; and a second research and
development center, which would also serve as the company’s US
headquarters, in Englewood Cliffs, New Jersey in 1989.

Revenues from the North American market steadily increased as

Goldstar manufactured popular products such as VCRs,
camcorders, stereos, microwave ovens, and TVs, leveraging its low
cost, high quality manufacturing capability. However, despite this growth, North American
consumers perceived Goldstar as a low quality brand. In an effort to secure a stronger, more
distinctive corporate identity, the Lucky Goldstar parent company that controlled both
Goldstar and Lak Hui, changed its name to LG in 1995, and renamed Goldstar LG Electronics
Inc. or LGE. That year, LGE acquired Zenith, North America’s largest electronics
manufacturer, and began selling its products under the Zenith brand name, again targeting the
low price tier. However, it was only in 2002 that LGE decided to launch the LG brand in
North America, with the objective of penetrating the market more broadly and establishing a
premium brand image.

By 2005, LGE had more than 66,000 employees working in 77 subsidiaries, and was the
world’s largest producer of CDMA mobile phone handsets, DVD players, optical storage
devices, air conditioners, canister vacuum cleaners, and microwave ovens. That year, LGE
reported sales of nearly $25 billion, approximately 28% of the LG Group’s total sales.

LGE has four business units: the Mobile Communications Company, the Digital Appliance
Company, the Digital Display Company, and the Digital Media Company. The Digital
Appliance Company produces home appliances including air conditioners, refrigerators,
dishwashers, microwave ovens, vacuum cleaners, and washing machines. It operates
manufacturing facilities in China, India, Korea, Mexico, Thailand, Turkey, the United
Kingdom, and Vietnam. In 2005, the LG Digital Appliance Company reported sales of
approximately $10 billion.

Innovative Spirit

History of Innovation

LGE prides itself on having maintained an innovative spirit ever since Goldstar developed
Korea’s first radio in 1959. Following this feat, Goldstar went on to develop a long list of
other “Korea’s firsts” over the ensuing decades, including Korea’s first silicon wafer in 1987
and Korea’s first CDMA mobile phone system in 1995. More recently, LGE has developed
several “world’s firsts”, such as the world’s first Internet-enabled refrigerator in 2000, the
world’s first mobile phone that measures blood alcohol levels in 2005, and the
world’s first 100 inch LCD panel in 2006, which is listed in the 2007 Guinness
Book of World Records.

Innovation through Design

In addition to producing technological innovations, LGE has always maintained

a commitment to innovation through design. Goldstar was the first Korean
company to hire industrial designers (1958), establish a design section (1960),

Copyright © 2007 INSEAD 2 11/2007-5463

and create an independent design department (1970). In 2002, LGE established a worldwide
Design Management Center, and in 2006 it announced the Design
Management Initiative through which it sought to use design to
fundamentally change the way people live. As part of the initiative, LGE
formed a cross-functional team, bringing product planning, design,
marketing, and other departments together to focus on design issues from
the product development stage. Recent examples of innovatively designed
LG products include the Chocolate Phone and ArtCool Air Conditioner.

Speed of Innovation

LGE describes its business strategy as “fast innovation, fast growth”. Innovation is one of the
four values that underlie the LG brand identity. The LG brand promises to provide tangible
innovations that enrich the lives of its customers (see Exhibit 1). To support innovation, LGE
not only spent approximately $3.1 billion on R&D in 2005, but also implemented an
innovation process, including a planned innovation pipeline. Its R&D facilities include over
30 R&D centers around the world, including the Englewood Cliffs, New Jersey facility,
which is responsible for developing products for the North American market. LGE’s
substantial investments in R&D allow it to maintain faster cycle times than many of its
competitors in North America, who brought to market completely new platforms only every
five to 10 years. The long cycle times allowed LG’s key North American competitors, such
as Whirlpool and General Electric (GE), to depreciate development costs over a long period.

North American Market for Washing Machines

Market Size

Washing machines are a key item in the large appliance or white goods market. The US
market has historically been dominated by top-loading washing machines. However, this has
started to change in the new millennium as front-loading machines with similar capacity have
experienced rapid growth. Although the total annual demand for washing machines in North
America grew from 7.75 million units in 2002 to 8.93 million units in 2005, at an average
annual rate of 4.9%, the demand for front-loading machines grew at a staggering annual rate
of 21.3% during the same period, with annual sales increasing from 1.38 million units in 2002
to 2.44 million units (~25% of total demand) in 2005 (see Exhibit 2).

Major Brands

The North American market for washing machines is dominated by a handful of big brands.
In 2002, the year LGE decided to launch the LG brand in the US, Sears’s Kenmore brand had
the highest volume share with 34.4%. It was followed by Maytag with 26.5%, Whirlpool
with 17.6%, Bosch with 1.3%, and all others (e.g., Amana, Asco, Frigidaire, GE, Haier,
Miele) holding the remaining 20.2%.

LGE entered the market with front-loading machines, a category that at the time accounted for
only 10% of all washing machines sold in the US. The decision was driven by two
considerations. First, although top-loading machines accounted for 90% of washing machine
sales, they sold for as little as $299, whereas large capacity front-loaders sold for $1,000 or

Copyright © 2007 INSEAD 3 11/2007-5463

more. This price difference was important for LGE, since it incurred a cost of $100 per unit
for shipping its washing machines from Korea to North America. Second, with growing
incomes and a taste for European designs, LGE believed that front-loading washing machines
would be a growth category. At the time, Maytag was the only company which had a long-
term presence with a large capacity (3.4 cu. ft.) front-loading machine. In late 2001,
Whirlpool had started manufacturing a large-capacity (3.7 cu. ft.) washing machine which
was distributed by Sears under its house brand, Kenmore. By late 2002, the same machine
was also available under the Whirlpool name. European competitors (e.g., Bosch, Electrolux,
Miele) competed with smaller capacity front-loading washing machines (2.2-2.5 cu. ft.) that
were popular in Europe, and collectively accounted for 10% of the front-loading market.

LG entered the North American market in late 2002 with a 3.72 cu. ft.
capacity machine with a Modified Energy Factor (MEF)2 of 2.08 and a
Water Factor (WF)3 of 4.1. To maximize the association with Europe and
minimize the connection to its Korean roots, which had negative quality
connotations in the US, LGE called its front-loading washing machines
TROMM, a name derived from the German word for drum. The
machine’s high efficiency qualified LG to receive a $100 tax credit from
the US Department of Energy for each unit sold, and also to receive the
ENERGY STAR label. The latter was important, since, in many
geographic areas, consumers who purchase appliances that carry the ENERGY
STAR label receive discounts on their utility bills, in addition to ongoing
savings in utility consumption. Moreover, the key competing machines also
had this rating.

The LG machine incorporated a patented direct-drive technology that was 20% less noisy, due
to a lower level of vibration, than most competing washing machines, which relied on belt
drives. Moreover, the direct-drive technology consumed less power than most belt drives.
Unlike the typical front-loading washing machines that were prevalent in Europe, the LG
machine had controls mounted on a raised rear panel. This design catered to US consumers
who were used to top-loading machines with this type of control panel. In 2003, LG priced
the machine at $999, while Whirlpool and Kenmore front-loaders sold for $1,099, and
Maytag occupied the premium spot with a price of $1,299.

Upon entering the North American market in late 2002, LGE faced several challenges. First,
although LGE had advanced technology, it did not have a good understanding of how
demanding American consumers were in terms of fit, feel, and finish. Achieving a desired
level of fit, feel, and finish not only required understanding consumers’ expectations, but also
managing operations to consistently meet or exceed these expectations. Second, since LG
was unknown in the US, it would take time to build the brand. To make matters tougher,
2003 also saw the entry of European competition in the large capacity front-loading category,
with Bosch and Frigidaire introducing 3.5 and 3.4 cubic foot capacity machines, respectively,
in the last quarter.

2 MEF is a measure of the number of cubic feet of laundry that can be washed and dried with 1 kilowatt hour
of electricity. A higher MEF indicates relatively greater efficiency.
3 WF is a measure of water use. It is the number of gallons of water/cycle/cubic foot of laundry.

Copyright © 2007 INSEAD 4 11/2007-5463

That year, new management at GE decided to cap development investments in white goods,
and the appliance group at GE approached LGE to manufacture its top-loading washing
machines.4 GE had a deep understanding of North American consumers and the expertise to
manage operations in order to consistently deliver on their fit, feel, and finish expectations.
By becoming an original equipment manufacturer (OEM) for GE, LGE benefited from this
GE know-how.

In 2004, LGE introduced a European-style, front-loading washing

machine with the controls on the front face, using the same platform
that it launched in late 2002. The hope was to capture the imagination
of US consumers who perceived European products as being more
sophisticated and superior in quality. The new machine was also
significantly more efficient than the one launched in 2002 (MEF:
2.42/WF: 3.6). Moreover, LGE offered three models with different
levels of fit, feel, and finish. The mid-level model, which had the
highest sales, was priced at $1,099, while the top-of-the-line model was
priced at $1,299. LGE also sold a very limited number of units of a
base model, which did not include an internal water heater, at $999. Thus, LG’s models
covered all three price points within the market for large capacity front-loading machines. To
further distinguish itself, LGE launched a model with a black finish in the hitherto mostly
white, white goods market. Furthermore, in 2004, LGE also launched a smaller capacity
machine with two models priced at $799 and $899, in order to create a floor price for the LG
brand and to protect it from inroads by European brands such as Frigidaire, which sold some
machines priced between $599 and $699. By the end of 2004, LGE had established itself
with a 5% volume market share. Meanwhile, the front-loading market had grown to 15% of
total washing machine sales (see Exhibit 2).

By 2005, LGE’s volume market share had risen to 10.8%. Meanwhile, in the three-year
period from 2002, Kenmore’s volume market share fell to 18.5% (-46.2%), Whirlpool’s rose
to 18.5% (+6.3%), Maytag’s fell to 18.5% (-30.2%), and Bosch’s rose to 2.4% (+84.6%), with
all other brands accounting for the remaining 20.9% (see Exhibit 2). The front-loading
market continued to grow, and was expected to account for approximately 25% of all washing
machines sold in 2005. Thus, to further consolidate its position, LGE introduced a 3.82 cubic
foot capacity machine using the same platform as that of the existing models.

Distribution

Distribution is a key issue in the North American market, as it is controlled by a few powerful
distributors (see Exhibits 3 and 4). Sears is the largest appliance retailer, and markets its own
brand of appliances under the Kenmore name. Other large national appliance retailers include
Lowe’s, Best Buy, and Home Depot. These large, risk-averse distributors are typically
hesitant to invest in a new, unknown appliance brand. For example, they had earlier shunned
some Japanese manufacturers who had attempted to enter the US market with products that
they were successfully selling elsewhere in the world.

4 LGE had a relationship of approximately 20 years in duration with GE, which included a joint venture, since
dissolved, to make microwave ovens for the Chinese market.

Copyright © 2007 INSEAD 5 11/2007-5463

To make matters more difficult, several of the national retailers had alliances with specific
manufacturers. For example, Whirlpool had an alliance with Lowe’s, and also with Sears for
which it manufactured Kenmore-branded appliances. Similarly, GE had an alliance with
Home Depot. Manufacturers typically provide their allied retailers with a distribution
exclusivity period each time a new model is launched, retailer-specific marketing support, and
exclusive price brands (e.g., Whirlpool Roper, GE Hotpoint) for which manufacturer margins
are very slim. In exchange, retailers typically provide their allied manufacturers with
preferential floor space, special displays for flagship models, and merchandising support.
Furthermore, as part of an alliance, retailers typically support a certain level of sales and share
customer data and insights, sales and market trends, and new product road maps for their
proprietary brands, thereby creating high entry barriers for newcomers.

From its long presence in the US market for small appliances, LG realized that it needed a
clear strategy for gaining distribution for its washing machines. From the data it had gathered
(see Exhibits 3, 4, and 5), the regional distributors such as P.C. Richard & Son, Fry’s,
hhgregg, and American TV, which struggled against the big-box retailers, were the most
obvious target for gaining initial distribution. These distributors were willing to take risks on
innovative new products that had the potential to attract customers to their outlets. Moreover,
they were an attractive option for LG, as customers typically perceived these retailers as
providing a better shopping experience and better after-sales support than many of the big-box
retailers. Furthermore, the shop floor sales assistants at these stores were typically well
trained and worked on commission, creating an effective opportunity for a push strategy,
which was important for a new entrant. However, LG realized that although these retailers
might provide initial market access, the goal of establishing a premium LG brand could only
be achieved by gaining broad national distribution, which would require penetrating the big-
box retailers.

LG’s analysis of the four major big-box retailers revealed that, in many ways, Sears was the
most attractive. It had approximately 1,900 outlets nationwide (~60% franchised), of which
over 500 remained open 24 hours per day, 7 days per week. Sears accounted for
approximately 30% of the white goods business, and its customers were typically less price
sensitive than those of the other big-box retailers. Moreover, Sears’s shop floor sales
assistants were well trained and worked on commission. However, Sears had a longstanding
relationship with Whirlpool, and its primary focus was its own Kenmore brand, which was the
dominant white goods brand in the US.

Lowe’s and Home Depot were both home centres. Lowe’s had approximately 750 outlets,
and Home Depot had approximately 1,200. Neither retailer had sales assistants on the shop
floor. The key difference between the two was that Home Depot was purely price oriented
and only stocked a limited line of GE and Maytag products, whereas Lowe’s carried a full
range of brands and offered the consumer a choice of both low- and premium-priced products.
Visits to Lowe’s and Home Depot outlets by the NAPP team revealed that whereas Lowe’s
invested in displaying its white goods, at Home Depot white goods almost appeared to be
substantially less of a priority (see Exhibit 6). The NAPP team members also felt that the
shoppers at Home Depot were from a lower socio-demographic strata than LG hoped to
target.

Best Buy focused on consumer electronics and home appliances, including white goods. It
was the national leader in audiovisual products. It had earlier partnered successfully with

Copyright © 2007 INSEAD 6 11/2007-5463

Samsung within that domain, and was thus typically more open to foreign entrants than the
other big-box retailers. Best Buy tended to rely heavily on promotion oriented store
advertising to generate store traffic. These efforts were supported by its shop floor sales
assistants. However, these sales assistants typically appeared to be less well trained than
those at Sears. Best Buy’s customers were typically younger, more tech savvy, and more
affluent than those of the other big-box retailers. A full 31% were under the age of 34, and
67% earned $50,000/year or more. These customers patronized Best Buy partially because it
offered fresh and stylish products. Importantly, Best Buy did not have an alliance with any
white goods manufacturer, and was thus struggling in the white goods category.

LGE created a distribution road map that prioritized the different retailers based on its
assessment of the attractiveness of each account and the difficulty of acquiring it. The road
map prioritized Best Buy as the first national distributor to target. It was followed by Lowe’s
as second, and by Sears as third. Home Depot did not feature in this initial road map as LGE
believed that, given the strong and direct competition between Lowe’s and Home Depot, it
was unlikely that both retailers would be willing to carry LGE’s products, and thus it had to
choose between the two.

Once it had secured distribution with the regional distributors, LGE aggressively approached
Best Buy. In late 2002, as the first LG TROMM machine hit the market, LGE concluded a
deal with Best Buy. LGE’s promise of a newly styled washing machine with a European
style front control panel within a year led Best Buy to sign on as a national distributor of LG
brand products and to become LGE’s strategic partner in white goods. LGE leveraged this
new relationship to the fullest. By May 2003, the rear panel washing machine was on Best
Buy’s floor. LGE invested heavily in salesperson training, including frequent in-store
training sessions, which were monitored for effectiveness using feedback submitted through a
website. It also invested in co-branded advertising, public relations, and events, and was able
to secure end-cap displays for its flagship model (see Exhibit 7).

In January 2005, sales volumes indicated that LGE had acquired more than 5% of the washing
machine market. It was considering approaching Lowe’s, the next big-box retailer from its
distribution road map, when it learned of new developments at Home Depot. Home Depot
had been struggling in the white goods business since it carried only GE and Maytag brand
appliances. It had also come to realize that margins were higher in white goods than in many
of the other categories in which it participated. In late 2004, Home Depot decided to leverage
the opportunity provided by these higher margins. To do so, it believed that it needed to carry
a broader range of brands and models covering both high and low price points, and that it also
needed to devote more and better space to appliances in order to create more appealing
displays. In summary, Home Depot had realized that it needed to create a better buying
experience for appliance customers, had decided to make the requisite investments, and was
on the lookout for a suitable new white goods partner. Given this new direction, Home Depot
now appeared more attractive to LG than did Lowe’s, since Home Depot had a larger network
of stores and its consumer base was typically more up-market. LGE thus approached Home
Depot. GE, Home Depot’s strategic partner in white goods, did not object, since it had a
longstanding relationship with LGE, and believed that it would benefit from a better appliance
department at Home Depot. Thus, LGE formed a second strategic alliance with Home Depot,
gaining access to the lucrative home improvement channel.

Copyright © 2007 INSEAD 7 11/2007-5463

Developing the New Platform for 2006
Competitors

With one year remaining before the planned launch of the next new platform – a platform that
LGE thought would be crucial both for cementing its long-term viability and for securing a
premium position in the North American market – the NAPP team was working in earnest. It
had identified six premium ($1,200+) front-loading washing machines with which the new
platform would compete: the Whirlpool Duet, Samsung WF306LAW, Bosch Nexxt, Maytag
Neptune, Kenmore HE4t (and HE3t), and KitchenAid Ensemble (see Exhibit 8 for
specifications).

Whirlpool Duet

The Whirlpool Duet, available in two models, featured a 3.8 cubic foot wash capacity, 13
automated wash cycles, and an MEF of 2.17. The top-of-the-line Duet had a maximum spin
speed of 1,250 rpm, and retailed for $1,399. A simpler model, with fewer features and a
1,050 rpm maximum spin speed, retailed for $1,099. Qualitative research at LGE had
revealed that focus group participants liked the Duet’s organized control panel, but disliked its
large number of buttons, which they said appeared complicated.

Samsung WF306LAW

Samsung, a Korean electronics manufacturer, had entered the North American market a few
years before LGE, and had built a strong reputation, particularly in home electronics.
Samsung’s washing machine featured a 3.79 cubic foot wash capacity, 13 automated wash
cycles, and a maximum spin speed of 1,100 rpm. It retailed for $1,299. Focus group
participants did not evaluate the Samsung washing machine.

Bosch Nexxt

The Bosch Nexxt featured a 3.7 cubic foot wash capacity, 15 automated wash cycles, and a
maximum spin speed of a 1,200 rpm It was the leader in energy efficiency (MEF: 2.2) and
noise level (60 dB). The top-of-the-line Nexxt retailed for $1,299, and a model with fewer
features and a 1,050 rpm maximum spin speed, retailed for $1,099. LGE’s qualitative
research had revealed that focus group participants liked Nexxt’s control panel, which was
located on the top rather than the front of the machine, and appeared easy to use. However,
they disliked the machine’s overall design, which they said appeared old and small.

Maytag Neptune

The Maytag Neptune featured a 3.8 cubic foot wash capacity, a tilted drum, and a maximum
spin speed of 1,200 rpm. The top of the line Neptune featured a liquid crystal display (LCD)
with touch-screen controls, and retailed for $1,399. An equivalent model, with a light
emitting diode (LED) control panel, retailed for $1,049. Focus group participants did not
evaluate the Neptune.

Copyright © 2007 INSEAD 8 11/2007-5463

Kenmore HE4t

The Kenmore HE4t was manufactured by Whirlpool, Sears’s strategic partner, and utilized
the same platform on which the Duet was built, with some feature modifications. Thus, the
HE4t featured a 3.8 cubic foot wash capacity and a maximum spin speed of 1,300 rpm. It was
available in two models. The top-of-the-line HE4t retailed for $1,499, and a simpler model
with fewer functions retailed for $1,399. Additionally, Kenmore offered the HE3t, which had
a maximum spin speed of 1,050 rpm, for $1,349. Focus group participants said that they liked
the HE4t’s modern look, easy-to-use controls and door handle, and easy-to-read two-tone
color controls. However, they said that they disliked the large amount of printing on the
control panel, which they said appeared complicated.

KitchenAid Ensemble
The KitchenAid Ensemble featured a 3.7 cubic foot wash capacity, 12 automated wash cycles,
an MEF of 2.17, and a maximum spin speed of 1,200 rpm. It retailed for $1,499. KitchenAid
is the flagship brand in Whirlpool’s brand portfolio. It has a strong reputation for quality,
particularly in kitchen appliances, as the brand name suggests. KitchenAid produced only a
single model, the Ensemble, in the washing machine category Focus group participants did
not evaluate the Ensemble.

Consumer Research
Between 2001 and 2005, LGE’s NAPP team invested in several consumer research studies in
an effort to better understand the North American market. These studies examined emerging
social and consumer trends; consumers’ perceptions of their currently owned washing
machines; consumers’ preferences for a variety of washing machine features, functions, and
styles; and the types of consumers who would be likely to purchase a premium front-loading
washing machine.

Social and Consumer Trends

The NAPP team commissioned a report on emerging US social and consumer trends with the
goal of identifying product characteristics that best matched these trends. The report was
based on four in-depth interviews with advertising executives and journalists in New Jersey
and Los Angeles, each of whom had more than seven years of experience. The study
identified four major trends.

Bringing Outside Experiences In

According to the first trend, bringing outside experiences in, consumers are bringing
experiences that were once enjoyed in the public domain into the private domain of their
homes. For example, whereas in the past consumers would go out to drink a draft beer, have
a cappuccino, or watch a movie, the study suggests that they are now more likely to engage in
these activities at home. Furthermore, the study argues that the 9/11 terrorist attacks
intensified this trend by eliciting a desire among consumers to isolate and insulate themselves
within the security of their own homes. The study states that the effects of this trend include
increased investment in high-quality appliances with features that were previously available
only in professional equipment.

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The Home as a Sanctuary

According to the second trend, the home as a sanctuary, consumers are modifying their homes
to accommodate the new types of products that they are purchasing. The study states that the
effects of this trend include the expansion of kitchens, master bedrooms, living rooms, and
laundry rooms, and the creation of multi-functional rooms and transitional spaces. In
particular, the trend includes remodeling projects that move the laundry room to the main
floor and, in many cases, create an enlarged laundry room that features ample space for
hanging clothes, counter space to facilitate folding and storage, and cabinets for keeping linen
and storing cleaning products. The emphasis of these remodeling projects was on creating a
bright and quiet working area (see Exhibit 9).

Interest in East Asian Styles

According to the third trend, interest in East Asian styles, as the US has become more
multicultural, East Asian foods, entertainment, alternative medicines, and religions have
become more popular. As a result, East Asian values of harmony, balance, and simplicity
have permeated consumers’ lifestyles and influenced product design. The study states that the
effects of this trend include a growing belief that the biggest or most expensive is not always
the best, and preferences for simple, sleekly designed products with smooth lines and
curvature.

Influence of Technology

According to the fourth trend, influence of technology, consumers are using an increasing
number of products that are very innovative and highly technical in order to simplify
everyday tasks at home and at work. In other words, technology is becoming a key part of
their lifestyle. Furthermore, the study argues that consumers prefer consolidated products –
devices that perform many functions – thereby allowing the user to multi-task. The study
states that the effects of this trend include preferences for smarter products that can do more
and help consumers be more efficient.

Consumers’ Perceptions of Their Washing Machines

Between 2001 and 2005, the NAPP team commissioned three studies of consumers’
perceptions of their currently owned washing machines. One study examined participants’
reasons for choosing the washing machines that they currently owned. Two studies explored
participants’ satisfactions and dissatisfactions with their washing machines and with the entire
clothes washing process.

Reasons for Purchase

In one study, 125 respondents listed and rank-ordered their reasons for choosing the washing
machines that they currently owned. The most commonly listed reason listed by respondents
was their belief that the machine would clean laundry well. Other commonly listed reasons
included the machine’s large capacity, brand, high energy efficiency, ease of use, and overall
design (see Exhibit 10). The study also documented the relative importance of various
purchase drivers when making the next purchase (see Exhibit 11) and the current perceived

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performance of the LG TROMM and the main competing model, the Kenmore HE4t (see
Exhibit 12).

Satisfactions and Dissatisfactions

In another study, 120 women between the ages of 24 and 49, who owned and used a washer
and dryer and had a household income of at least $60,000 per year, rated their satisfaction
with 20 characteristics of their currently owned washing machines. The results indicated that,
on average, respondents were most satisfied with their washing machine’s colour,
manufacture, price, frequency of trouble, and durability (see Exhibit 13). Of these five most
satisfied characteristics, respondents listed price as the most important, followed by
durability, manufacture, colour, and frequency of trouble. Furthermore, the results indicated
that respondents were, on average, least satisfied with their washing machine’s noise level,
filtering capabilities, diversity of functions, energy consumption, and water efficiency. Of
these five least satisfied characteristics, respondents listed water efficiency as the most
important, followed by diversity of functions, filtering capabilities, energy consumption, and
noise level.

In a separate qualitative study, focus group participants discussed their dissatisfactions with
each stage of the laundry washing process. Their primary dissatisfactions were the need to
have many of their delicate clothes professionally dry cleaned, that hot water cycles often
shrank and wrinkled clothes, that powder detergent did not dissolve well, that rinsing did not
remove all of the detergent from clothes, and that spin cycles were too weak and left a lot of
water in clothes. Focus group participants also discussed future washing machine features
that could alleviate these dissatisfactions (see Exhibit 14).

Preferences for Washing Machine Features, Functions, and Styles

The NAPP team also commissioned one qualitative study and one quantitative study to
identify consumers’ preferences for specific washing machine features, functions, and styles
such as top-loading versus front-loading, transparent door versus non transparent door, front
versus rear control panel, LCD versus LED display, combination washer and dryer versus
separate units, and others. The qualitative study also sought to determine the most important
purchase criteria among consumers in relatively younger and older age groups.

The qualitative study consisted of focus group discussions with two groups of eight to ten
women between the ages of 21 and 34 (“younger”), and two groups of eight to ten women
between the ages of 35 and 49 (“older”), who evaluated prototype LG washing machines.
Participants were home appliance decision makers from Livingston, New Jersey or Santa
Monica, California, with a household income greater than $60,000 per year, who indicated
that they intended to purchase a premium washing machine priced above $700 within the next
six months. The quantitative study was a survey of 110 home appliance decision makers
between the ages of 21 and 49 from the same population.

Front-Loading Machines

Focus group participants expressed three primary dissatisfactions with font-loading washing
machines. First, loading or unloading these machines requires bending down, which can be
uncomfortable. Second, it can be easy for small children to climb inside a front-loading

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machine. Third, since most front-loading machines cannot be opened during a cycle, the use
of some special types of detergents that need to be added mid-cycle is typically not possible
with these machines.

Door

Focus group participants evaluated front-loading prototypes that had a transparent door and
others that did not. Participants in the younger groups said that they liked the transparent
door and thought it looked unique, whereas participants in the older groups said that they did
not like the transparent door. Participants in both age groups agreed that the designs without
the transparent door were not particularly striking, but did look sturdy and durable.

In the quantitative study, 70.9% of respondents indicated

that they preferred a prototype design with a transparent
door to an identical prototype design with a non-
transparent door. Respondents also listed reasons for their
preferences. Many respondents who preferred the design
with the transparent door indicated that they liked the idea
of being able to look inside the machine while it was
running and that the transparent door enhanced the overall
appearance of the machine. Respondents who preferred
the design with the non transparent door indicated that they
were concerned that the transparent panel might break.

Control Panel

Focus group participants evaluated front-loading prototypes in which the control panel was
located on the front face of the machine and others in which it was located on a raised rear
panel as is common on top-loading machines. Participants in both the younger and older
groups expressed high liking for the rear control panel. Common reasons for liking the rear
control panel were that it was easy to see, was difficult for children to reach, could keep
things from falling behind the machine, and was where one would expect it to be.
Participants in both the younger and older groups expressed medium liking for the front
panel. A common reason for liking the front panel was that it would be easy to reach.
However, this was also a common reason for disliking the front panel, as participants
expressed concern that it would also be easy for children to reach.

In the quantitative study, 53.6% of respondents indicated that they preferred a prototype
design with a front control panel to an identical design with a rear control panel. Respondents
preferred the front control panel on prototype designs both with and without a door window.

LCD vs. LED Display

Focus group participants evaluated front-loading prototypes that had an LCD display and
others that had an LED display. Participants in the younger groups stated that they preferred
the LCD because it would be convenient to use and would save time, whereas participants in
the older groups stated that they preferred the LED display because it would be easier to use.

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In the quantitative study, 57.3% of respondents indicated that they preferred a prototype
design with an LCD display to an identical design with an LED display. However, when
these respondents were then asked which they would prefer if the model with the LCD cost
$150 more, only 28.2% indicated that they preferred the LCD model. Respondents also listed
reasons for their preferences. Respondents who preferred the design with the LCD display
indicated that it looked more modern, that it would offer more features and functions, and that
it would be easier to program and use. Respondents who preferred the design with the LED
display indicated that the LCD would be less durable and harder to program and use.

Consumer Segments

A national study with a sample size of 340 respondents revealed four broad segments:
Environment Driven, Fashion Conscious, Homemaker, and Convenience & Budget Conscious.
These segments varied in terms of price sensitivity and preference for style versus convenience.
Furthermore, within each broad segment there were differences between respondents who
preferred front-loading machines and those who preferred top-loading machines. Exhibit 15
depicts the various segments on a perceptual preference map along with the
location of the current owners of front-loading machines.
Current owners of front-loading machines (5%) were mostly young married
couples with active lifestyles. They were affluent, well educated, and style and
environmentally conscious, and valued technology.
Compared to current owners, members of the Environment Driven segment (22%) were mostly
older and less affluent. They typically had few children in the household. They
bought organic food, were concerned about the environment, and tried to conserve
water and energy. They believed in taking good care of their
clothes but were only moderately involved in doing laundry. The
key differences between those who preferred front-loading
machines or had no format preference (8%) and those who
preferred top-loading machines (14%) were that the former were more likely to be widowed or
divorced, health conscious, and fond of the outdoors, whereas the latter were more likely to be
married, home owners, fond of activities such as cooking for the family, and anxious about doing
laundry.
Members of the Fashion Conscious segment (29%) were mostly
young, affluent, highly educated, single, and from ethnic
minorities. They valued style and technology, were fashion
conscious, and saw themselves as trendsetters. They had a very
high and favourable self image, considering themselves to be
athletic, attractive, and sexy. They sought prestige and bought products as a way to acquire it.
They did not enjoy doing laundry, and were quite uncertain and nervous about doing it. The group
with a greater preference for front-loading machines or had no format preference (12%) included
a significantly larger proportion of males than did the group with a greater preference for top-
loading machines (17%).
Members of the Homemaker segment (20%) were mostly middle aged
families with kids living at home, who were less educated and less affluent
than current owners. Most were family oriented yet ambitious, and
considered activities around the home to be important. Most enjoyed

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cooking for the household, valued cleanliness, and felt completely in control, happy, and
proud when doing laundry. Although members of this group were moderately price sensitive,
they looked for washing machines that were good for their clothes and had all the options,
particularly valuing large capacity and ease of loading/unloading.

Members of the Convenience and Budget Conscious segment (24%) were mostly young,
married couples with children living in the household. They were typically less educated than
current owners, and many lived from pay check to pay check. Most held conservative family
values and were patriotic. They valued technology but were highly price sensitive. Most
considered doing laundry to be a chore, and found it tiring.

New Concepts
The NAPP team was considering bringing one of two new concepts to market. The first was
a combination washer and dryer. This was a single unit that was capable of both washing and
drying clothes. Although a combination washer and dryer would be a novel concept for North
American consumers, a combination model had been available in the Korean market since the
late 1990s. The second new concept was a conventional washing machine that was also
capable of steam cleaning clothes.

Combination Washer and Dryer

Focus group participants evaluated a prototype combination washer and dryer. Both the
younger and older participant groups expressed medium liking for this design. They liked the
novelty that the machine would automatically dry the clothes after washing them and that it
would take up less space than a separate washing machine and dryer. However, they disliked
the fact that it would take longer to do several loads of laundry with the combination machine
than with separate units, since one load could not be washed while another was drying.
Furthermore, some participants expressed concern that the machine would be more likely to
break down than a separate washing machine and dryer.

In a quantitative study, 87.5% of respondents between the ages of 21 and 39 indicated that
they preferred a prototype combination design to an identical design in which the washing
machine and dryer were separate, whereas 62.9% of respondents between the ages of 40 and
49 indicated that they preferred the combination design. When respondents were told that the
drying performance of the combination design would be equivalent to that of a $300 dryer,
preference for the combination dropped to 78.9% in the 21 to 39 age group and to 50.5% in
the 40 to 49 age group. Finally, when respondents were told that the combination design
would only have 70% of the capacity of the separate washing machine, preference for the
combination dropped to 31.2% in the 21 to 39 age group and to 29% in the 40 to 49 age
group.

Steam Technology

In 2001, LGE began developing a steam generator that would make it possible to steam clean
clothes inside a conventional washing machine. By 2005, it had perfected the technology, and
lab tests indicated that it could provide ten benefits compared to traditional wash cycles: (1)
increased energy efficiency, (2) decreased water consumption, (3) decreased cycle time, (4)

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suitability for a much broader range of fabrics, (5) decreased damage to fabrics, (6) increased
whitening power, (7) increased sanitization power, (8) increased odour removal, (9)
elimination of all proteins to make clothes hypoallergenic, and (10) wrinkle reduction. The
NAPP team speculated that a short, five to 20 minute steam cycle without detergent could be
used to quickly freshen up delicate clothes.

The team conducted a focus group discussion and a quantitative survey to investigate
consumers’ perceptions of steam cleaning. Focus group participants identified four major
advantages that they expected steam cleaning would provide: (1) potentially increased
cleaning power compared to hot water, (2) decreased water consumption, (3) cost savings,
and (4) wrinkle reduction. These participants also identified two major disadvantages that
they expected would be associated with steam cleaning: (1) potentially decreased cleaning
power compared to hot water, and (2) potential safety hazards, especially the possibility that
the steam generator could explode, although the combination of the quality construction
materials, a water level sensor, a thermostat switch, and a thermal switch, made the washing
machine completely safe for consumers. . Additionally, several focus group participants
wanted to know more about steam cleaning technology in order to decide whether or not they
would purchase it. They indicated that they would be interested in reading a Consumer
Reports article on the subject.

In the quantitative study, participants were asked to indicate whether they perceived steam as
providing a set of benefits. The key finding was that 80% of respondents perceived steam to
be energy saving, 50% perceived steam to be refreshing, 32% perceived it to be whitening,
and 26% perceived it to be sanitizing. In the same study, when respondents were asked to
indicate whether hot water or steam would offer superior sanitizing, 48% indicated that they
expected steam would sanitize clothes better than hot water. In response to a similar question,
31% of respondents indicated that they expected the overall cleaning performance of steam to
be better than that of hot water. These respondents were also given a list of six steam benefits
and asked to rate their importance on a 10-point scale in which 10 represented “very
important”. Cleaning performance received an average rating of 9.25, followed by colour
performance/gentleness with a rating of 9.06, odour elimination with a rating of 9.05, energy
saving with a rating of 8.74, freshening/removal of wrinkles with a rating of 8.54, and
sanitization with a rating of 8.52. The data also suggested that the benefits of cleaning
performance and colour performance reflected a single underlying dimension: whitening
power, whereas odour elimination and wrinkle removal reflected a different single underlying
dimension: refreshing ability.

Willingness to Pay
Most recently, the NAPP team had commissioned a study to assess consumers’ willingness to
pay for washing machines as a function of the features offered. The study, based on a sample
of 125 respondents, assessed how much consumers were willing to pay for improvements in
capacity and spin speed, for different types of materials, and for different features, including a
built-in drying heater and the new steam technology (see Exhibit 16). The team hoped that
the findings of this study would provide guidance on pricing, once the feature configuration
for the machine had been finalized.

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The Decision
All this information was on the table as LGE’s NAPP team finalized the design and marketing
plan for its latest washing machine. Some things seemed certain. The team had a firm grasp
on the size of the North American market for top-loading and front-loading washing
machines, a feel for the strength of LGE’s competitors such as Kenmore and Whirlpool, a
solid distribution strategy that guaranteed access to at least 30% of the market, and a good
understanding of changing US energy regulations. Furthermore, the team had invested in
consumer research that gave it a picture of emerging US consumer and social trends,
consumers’ primary reasons for choosing a particular model of washing machine, consumers’
satisfactions and dissatisfactions with the machines that they already owned, and the major
North American consumer segments

However, many difficult decisions needed to be made. Although the team had studied
consumers’ perceptions of several washing machine features, functions, and styles, the results
did not yield a picture of what the perfect machine would look like. Younger and older
consumers seemed to have different preferences, and also appeared to focus on different
criteria when making purchase decisions. The team wondered whether they should focus on
one of the segments, compromise among them, or accommodate them all by introducing more
than one model. Second, some features had both advantages and disadvantages. Weighing
the advantages and disadvantages was difficult, but decisions regarding which features the
new models(s) should include and what the marketing efforts should focus on had to be made.
The team would also have to decide on the pricing of the new model(s), keeping in mind
LGE’s two key goals: being recognized as a premium brand, and becoming one of the world’s
top three electronics firms by 2010.

The stakes were high. LGE was counting on the success of this new washing machine. It
wanted to make the most of its recently formed strategic alliance with Home Depot, and to
gain distribution rights for the entire LG Digital Appliance Company at Sears, America’s
largest and most powerful home appliance retailer. Decisions had to be made and made soon;
the meeting with Mr. Ahn was just two weeks away!

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 Exhibit 1
LGE Brand Overview, Values, and Promise

LGE Brand Overview

LGE Values

LGE Promise

Source: LG Electronics

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 Exhibit 2
North American Demand for Washing Machines
and Market Share of Five Major Brands, 2002-2005
Volume Demand

Volume Market Share

Source: LG Electronics

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 Exhibit 3
Distribution Channel Overview

Source: LG Electronics

Exhibit 4
Channel Segmentation and Targeting

Channel Type Channel Target Growth (2001-

Member Consumer 2005)
Sears Mid to high

National Big Box

Retailers Best Buy Mid to high
Young techy

Home Center Low to mid

Price conscious

Warehouse Club Low to mid

Practical
Price conscious

Regional Chain PC Richards, Fry’s, Mid to high

hhgregg

Local Specialty Local Specialty Mid to high

Source: LG Electronics

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 Exhibit 5
Retailer Demographics and Consumer Perceptions

Source: LG Electronics

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 Exhibit 6
Home Depot and Lowe’s Appliance Departments

Home Depot

Lowe’s

Source: LG Electronics

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 Exhibit 7
Strategic Merchandising, Sales Force Training, In-Store Communications,
and Coop Advertising and Events at Best Buy

In-Store Communications: End-Cap Displays with Flagship Model

Co-Branded Advertising and Events

Source: LG Electronics

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Salesperson Training: Frequent In-Store Training Sessions

Source: LG Electronics

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 Exhibit 8
Specifications of Directly Competing Models

Source: LG Electronics

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 Exhibit 9
The New Laundry Room

Source: LG Electronics

Exhibit 10
Consumers’ Reasons for Choosing Their Currently Owned Washing Machines

Source: LG Electronics

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 Exhibit 11
Importance of Different Factors in Purchase Decisions

Source: LG Electronics

Exhibit 12
Perceived Performance on Important Purchase Drivers

Source: LG Electronics

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 Exhibit 13
Satisfaction and Importance Map for Characteristics
of Currently Owned Washing Machines

Source: LG Electronics

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 Exhibit 14
Consumers’ Dissatisfactions with the Laundry Washing Process

Source: LG Electronics

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 Exhibit 15
Segments and Segment Preferences

Source: LG Electronics

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 Exhibit 16
Willingness to Pay by Feature Level

Figures indicate how much consumers were willing to pay for a washing machine with a specific feature level,
compared to a benchmark washing machine made by a competitor that retailed for $999 and had the feature
configuration indicated by the red box. For example, a washing machine with the same features as the
benchmark, but with the lower capacity of 3.5 cu. ft., the consumers’ willingness to pay was $897.

Source: LG Electronics.

Copyright © 2007 INSEAD 30 11/2007-5463

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