Subject:
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Re: From the first LEGO(r) Train Summit: LEGO(r) Trains are alive and well
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Newsgroups:
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lugnet.trains, lugnet.trains.org
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Date:
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Thu, 8 Feb 2001 18:12:54 GMT
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Viewed:
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9 times
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In lugnet.trains, John Neal writes:
> LD sells to consumers-- kids, you, me. TLC sells to its customers-- Target,
> TRU, Wal*mart, etc. While this might not be a revelation, its distinction
> will be more and more obvious. LEGO mosaic is a good example. Can't really
> sell a set like that retail.
John, I think you got those backwards. If I remember correctly, Steven H.
(Vice President in charge of LEGO Shop at Home) described the difference
between a 'consumer' and a 'customer'. He described the 'customer' as
having a "relationship" with the seller, where as a 'consumer' doesn't
really care where they buy something. (And that relationship goes both ways!)
For a real world example: A customer might shop at the same gas station
every week, where a consumer would shop someplace else if they could save a
penny per gallon. A customer feels loyalty to the retailer, and the
retailer has the same loyalty to the customer.
LEGO Direct is going to try to turn us *all* into customers! :-)
JohnG, GMLTC
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