Series on Customer Centricity: A Lego Service Rep Saves the Day

Sometimes when faced with unusual requests from customers, the response of a company goes a long way to create both ‘customer delight and loyalty’. Read on about a story where the request of a small boy was treated very seriously by the company in question.

Losing a favorite toy feels devastating to a young child. Longtime Lego fan Luka Apps spent all of his Christmas money on a Ninjago (Lego ninja) named Jay XZ. Against his dad’s advisement, he brought his Ninjago on a shopping trip … and lost it. Luka wrote a letter to Lego explaining his loss and assuring the Lego staff that he would take extra-special care of his action figure if they sent him another one.

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