Rebuilding Trust Block by Block

Debbie Sterling, GoldieBlox

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GoldieBlox Founder and CEO Debbie Sterling recounts the difficulty of addressing defects resulting from the rapid ramp-up in production as demand exploded for the toy. She explains how she turned the setback into an opportunity to increase customer loyalty by publicly apologizing for the flaw and sending out a million new blocks along with personalized letters to every child.

Apr 26, 2017

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