This amazing video serves as a case study in how customer service has become an extension of public relations. James, a 10 year old boy who wanted nothing more than to get his hands on the discontinued The Emerald Night Train LEGO set, wrote the company to see if they had an extra one they could sell him. As of this post, the following video had more than 1.6 million views. Found at YouTube from onsitestudios.
Citizen Generated LEGO Customer Service Testimonial [VIDEO]
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