Lego has been fighting the decline facing most toy companies by listening to the customers. Early on, Lego realized that adults who had grown up with their product had a high opinion of the company and still spent large amounts of money on their products. Lego started a corporate habit of tracking what Adult Fans of Lego (AFOL) were saying through social media outlets and then acting on the feedback. They have even taken it as far as to include members of the AFOL community into new product development.
The attention given to the AFOL’s has boosted Lego’s bottom line. The lesson: take time to listen to key customers, but don’t stop there. Actively engage them. Let them know you’re listening and you want their opinion.