Question

Lego co-creation. What various facets that are contributing to the quality of the customer service experience? what other facets could they consider that would make the experience even better?

Answer 1

Lego group is a privately owned company based in Billund,Denmark and main offices in USA, London,Shanghai.Lego has created its own co-creation.It is a traditional company that has transformed from a manufacturing company with 1,000 products to a co creation model with thousands of products.Innovation is the key to profit and by innovation the firm can renew its products. Innovation means reaching new customers Co creation adds value to the company with its innovation .Lego is the company that gives a wonderful example of co-creation.

In 2003 Lego was bankrupt but in 2015 it became the world's most successful toy brand.Its success is due to the quality of its customer service.There are four facets to the success story, reconnecting with customers,getting connected with customers with purpose and value,developing good relation, making role model from the top of the ladder.

Reconnecting with customers mean to meet customers face to face and hear their experience with Lego.New products are developed with the collaboration of the customers. Reconnecting customers with purpose means to know what customers need and try to give the customers what they need.To foster relationship Lego has a multilingual call center team to connect to the customer's call in different languages.They empathise with the customer when any problem arise and try to solve the problem.The business tried to emulate the leaders of Lego and decide what is right and wrong for the business.

Other facets that they should take into consideration to make customer service even better is using social media as customer service .Even though companies think that social media is a marketing strategy,social media helps in winning customers that is worth more than gold. Customers are willing to reward the brand that gives good customer service through social media.Their faith in the company gets restored and they get inspired.Customers might reach out to the company on the blog, ask questions and even comment.