We engage with customers as the driving force behind demand for our products and services. Their preferences and purchasing decisions generate revenue for FGV and shape our market positioning, innovation, and business growth. • I nnovate products and services to meet evolving customer needs, fostering customer loyalty and satisfaction. • Differentiate the company’s brand and products to create a competitive advantage in the market. • Build trust through transparent engagement and communication, enhancing brand reputation and customer retention. • S hift in customer preferences, leading to declining demand for current products and services if not adapted to market trends. • Reputational damage from negative feedback or complaints, which could erode customer trust and brand value. • Market competition affecting brand differentiation and customer retention. • Consistent supply of high-quality products tailored to meet diverse customer needs. • Enhanced customer experience through digital platforms for seamless communication and transactions. • Customised solutions to address specific market demands. • Strengthened brand loyalty and customer retention, fostering long-term relationships. • Increased revenue through higher customer satisfaction and repeat business. • I mproved market positioning as a sustainable and customer-centric organisation. Why We Engage Key Concerns Raised Opportunities Value Created for Stakeholders Value for FGV Risks Channel & Frequency of Engagement Responses • Company website and social media updates • External surveys and feedback • Company events and activities such as roundtables and gatherings • Meetings, engagements, and dialogues AR Q Q Y • Risk of inconsistent product quality, safety issues, and unreliable delivery. • Limited traceability and lack of assurance on responsible sourcing. • Challenges in meeting global sustainability standards and regulatory requirements. • S trengthen quality control measures, enhance safety protocols, and optimise delivery systems to ensure consistent product excellence. • Implement a robust traceability system with full supply chain visibility covering certification, geolocation, and production details. • Strengthen collaboration with customers, enhance compliance frameworks, and drive resource optimisation to meet global sustainability benchmarks. Customers By prioritising what matters most to our stakeholders, we strengthen FGV’s ability to achieve its strategic objectives. Meaningful engagement allows us to address concerns, build strong relationships, and create shared value for our business and the communities we serve. Stakeholder Engagement & Value Creation We actively engage with a diverse range of stakeholders, from our internal workforce to external parties, to understand their perceptions, expectations, and market trends. These insights help refine our practices and enhance business resilience, ensuring alignment with stakeholder needs and sustainable value creation. Stakeholder Engagement & Value Creation FGV Holdings Berhad | Annual Integrated Report 2024 Capitals: Material Matters: SDGs: BD RE HL SM 36
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