AdWeek recently wrote a short piece about Lego's heartfelt response to a 7 yr old boy who had lost his prize Lego - a Jay ZX ninja figure. According to the article, when Luka Apps wrote to Lego citing his concern over losing his favorite toy, Lego replied with an emotionally and tonely appropriate response (below). Lego's outreach exemplifies individualized relationship marketing. Their response was timely, effective, and spoke directly to Luka's informational and emotional needs. AND the letter stayed true to the Lego brand's mission of Creativity, Learning, Fun, Caring and Quality. A job well done, and a happy customer.
Read Full Ad Week article.