Originally posted on smith+co

We know that when it comes to being bold, there comes a time where you’ll need to take a risk. So let’s ask ourselves, how bold are we really? For instance, do you really put your customers at the heart of your business? Most brands, when push comes to shove, are not that bold; not brave enough to let customers hack their products or own the customer service. But for some brands, like Lego and giffgaff, they have proven the SAS motto of ‘Who dares wins’ to be true in defining a customer experience.
Putting your customer at the heart of your customer experience may sound common sense, but it’s often neglected. It’s easy to assume we know the intentions and the desires of our customers, but this assumption has led many brands away from engagement. Lego, a brand that actively looks to engage with its most loyal customers, were once reminded about the power of customer engagement on an epic scale.After launching ‘Mindstorms’, Lego bricks with software designed for young people to programme robotics, Lego noticed that 100,000 people hacked into the software itself and began reprogramming it. Lego naturally feared the hackers were malicious before realising it was actually their fans with software programming skills collaborating to improve the experience for all users. By listening intently Lego collaborated with these 100,000 computer programmers to build a better a product.

Lego’s customers took the initiative and felt they didn’t need prompting or scripting to engage with the much loved brand. Those leading Lego’s customer experience had to exercise a level of trust during this process. Do you trust your customers enough to influence the brand itself?

giffgaff too are leading the way in this level of trust, letting their customers control pricing, marketing and customer service…but more about them next month.

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