Suit You
April 15, 2014
Idea
J. Crew has brought back a discontinued product line just because one customer wrote and politely asked them to. The fashion brand advertised the return of its old swimsuit design by posting a handwritten letter from its creative director in the New York Times, responding to the fan
What We Like
That consumer power really worked here. OK, so the J. Crew fan who wrote the original letter just happens to be a fashion writer, but J. Crew should be applauded for taking the ball she gave them and running with it
Learnings
Increasingly good communications and good customer service is one and the same thing. Businesses should look at how they can better integrate these two business units to drive both good publicity and good sales