Karen Davies

Frankly, I don’t know exactly how he did it, and that’s the greatest compliment I could give him. The North Pole underwent a total organizational overhaul, and nobody besides the author of this case study was able to notice, let alone characterize the nature of the transition. So many companies that undergo massive restructurings have obvious missteps along the way, but not Santa. Instead of taking a Christmas or two off to regroup and strategize, he continued delivering joy to children around the world, and they were none the wiser that his manufacturing wing had gone dark.

Santa has advantage of data that most companies only dream of. He receives an annual summary of nearly every customer’s key pain points and unmet needs, either via mail-in comments or in-person customer interviews, not to mention his otherworldly real-time customer monitoring capabilities that are a Bugatti Veyron to the NSA’s mule-drawn carriage.