LEGO: “May the Force Be With You”

I read an article in Inc Magazine about the customer service at LEGO so of course I have to talk about it.

Customer service is an important touchpoint … although often overlooked when talking about marketing. When a brand is in contact with a customer, then that is the brand. How a brand behaves in the moment is the essence of the brand.

Which is why this customer service response from LEGO when talking to a customer who was missing a critical piece from a $350 Star Wars LEGO set is just amazing. Priceless. Sorry, that’s MasterCard. Another great customer experience brand :).

The point here is … this is a great brand just being human and being conscious of the customer who is in need. And servicing those needs. With a wink and a hug of sorts.

What’s your experience? How’s your customer service? Are you conscious? JIM