The iconic toymaker LEGO Group faces a crisis in the mid-2000s as increased competition and changing consumer habits threaten its business. Turning to its passionate customers, LEGO uses open innovation to reimagine its product development process and catalyze radical change within the company.
How cosmetics retailer Sephora is innovating in customer service and brand loyalty
Uber effectively aligns its business model with innovative operating practices to maximize profits and optimize the experience of both the driver and the passenger.
A story of the unwavering focus on exceptional customer experience.. and the success that follows
Flipkart is India's largest online retail firm and has been providing a delightful experience to customers since late 2007.
Growing stores and sales while staying focused on the target consumer and maintaining disciplined alignment of between business and operating models to drive efficiency.
Nordstrom translates its legendary customer service online to delight the customer through every channel.
Vail Resorts provides a resort experience that relies on it's multidimensional operating model to add value for customers past just skiing or snowboarding.