Jorgen Vig Knudstorp staged a classic turnaround at the Lego toy company by building his credibility while exercising top-down management. Now he's building trust with Lego fans to encourage their participation in product design. "Managing user contributors requires corporate transparency and a respect for customers' ideas," he says. "When I attend fan events, I tell customers that while we can't implement every idea they propose ... the more we hear an idea, the more thought we give to it."
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