Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers

In 2004, LEGO suffered a loss of roughly $191 million after venturing into new areas. The toymaker needed to refocus on its construction toys and related customer experience and loyalty management to return to growth. See how LEGO now engages with consumers, discovers which experiences and product features enthusiasts want to see, and incorporates real-world demand into its new offerings—thereby nurturing consumer loyalty.
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