The LEGO Group nearly went bankrupt a decade ago. It's hard to imagine. The company's return to profitability came from refocusing on its core: the bricks and the people who love to build with them. Conny Kalcher, vice president of marketing and consumer experiences at the LEGO Group, discusses how the company introduced the Net Promoter System and started collecting regular feedback to learn what Lego customers want. Conny says that Net Promoter gave the company a shared language that it could use to evaluate its products and that the system helped the company bring about broader culture change. Teams became more collaborative in working toward the ultimate goal of delighting customers.
Customer Confidential: Untold Stories of Earned Growth