Smart companies know that they have to pay attention to their customers if they want them to hang around.
That can take many forms, from social media interaction, to research, to transactional data analysis.
The deeper your understanding of your customers’ attitudes, habits and needs, the deeper the engagement you can create with them. And the easier it becomes to get new customers.
Listening is critical. Asking your customers their opinions is even better.
Danish toy manufacturer LEGO has taken this a step further. They asked their customers to do their design work. The subsequent ideas and public vote on their website has led to the launch of a 369-piece replica of the Hayabusa asteroid explorer, the Japanese-designed space probe that collects samples from asteroids for study back here.
It was probably not an idea that LEGO would have hit on, but their customers sure did. Imagine the kind of loyalty that will flow from LEGO’s openness to customer input.
One of the coolest features of this model is Japan Aerospace Exploration Agency mission supervisor Junichiro Kawaguchi recreated in miniature with two expressions: one for “everything’s great” and another for “%$&#*@!”