Building a Net Promoter Program Brick by Brick - Laurie Weisberg

In the session by Marina Hannaford, Consumer Insights Manager for LEGO, we learned the Net Promoter Score (NPS) fits with the core of LEGO, including the company's philosophy of focusing on consumer experience from top down and their “only the best is good enough” motto. The the goal is to produce only the best to ensure positive Word of Mouth (WOM) and lifelong loyalty.