Chanel suite was not designed to be washed? Excuse me?


One employee of a dry cleaning shop shared on her social media that she was complained by one customer. The customer brought a Chanel suite to the store to do dry cleaning for it. It cost her $5500 to buy. But after the routine dry washing, the color of the clothes faded. The employee called the customer service of Chanel, Chanel said it was common, Chanel was not designed to be washed in any form.


Luxury products always cost plenty of money. Like Hermes, LV and Prada. Famous designers and featured design always stole our salary. We naturally assume that they are in good quality.

This popular news reminded me of one famous sentence of the internet, “If you bought a Prada bag and its hardware worked well for a long time, congratulations, it was a fake Prada.”

Really ironic, isn’t it?

Personally speaking, I think the customer service was not intent to hurt customers. But the employee who posted was a Japanese, she just did one post, the news has been translated into Chinese and being shared everywhere. This is a PR crisis. The PR team of the Chanel should have responded quickly to this kind of news and apologize to all customers within 24 hours.

Quality is the most important feature of keeping customers. Although famous as Chanel, having no quality and was not able to be washed in any form would harm the brand reputation a lot.

People sharing this news and remarked “I will never being able to understand rich guys’ world.”, “People who bought $5500 suite would only wear it for once and throw it away”.

Not all of us was able to live like super stars. When Most of us buy luxury products, we want it to be used for a longer time than cheaper brands. This time, Chanel did a bad thing because of social media crisis. PR people of Chanel should hold a conference for it.


If the customer service lady of Chanel can apologize at once for the fade of color issue and give compensation, this crisis would not happen at all. Uber can give customer coupons with no excuse. Service provider should never say customers were wrong. Or if when the post became discussed in Japanese social media, Chanel can use its social media accounts to apologize and react positively, this thing would not be known in China.

Reputation is vital in shaping brand image. PR people should pay more attention to social media, this is the place where World-of Mouth was formed nowadays.

Why did Nike stand out in mobile marketing jungle

If we go to a desolate island accidently, having no smart phones might be more horrible than no food to eat. People nowadays have intimate relationship with smart phones. So mobile marketing is becoming an indispensable part of business. Talking about this topic, the first company I thought of is Nike. I want to figure out how Nike achieve success in mobile marketing.

This is an article with the title “How Nike became a mobile-first retailer” which told me a story of what Nike did.  It takes time for Nike to invest in cross-channel promotion. But this month, Nike has reported that mobile traffic to its ecommerce site exceeded desktop for the first time.

Many brands still treat mobile marketing a fashionable choice of promotion, but Nike put money and effort in this area. From apps to a social media strategy primed to push fans to buy its products, then Nike also collaborated with third party chains like Footlocker. Nike had determination to make money in mobile marketing, and it really worked.

While other brands are struggling to fit mobile into a crowded marketing mix, Nike combined personalization for fans and commerce successfully to transfer reputation into revenue.

Online shopping has become the core business unit which made the biggest income for Nike. Its mobile marketing of shopping on apps and appearance on social media can match its business strategy. As a result, Nike is becoming so outstanding in mobile marketing.


I have downloaded a few brand’s apps, Nike is one of them. It is designed clear and easy to use. I can browse all products in different categories and buy them with my cell phone easily.

Nike’s social media is also interesting and involving. Like instagram, NIKE posted many videos of athletes showing the spirit of NIKE.  “Just do it” runs through all its appearance.

It has contents and innovation, it cares about customers. It showed a girl who is not slim wearing NIKE’s spots wear. She is still beautiful with the passion look. Not everyone is so slim like super model. But we can look for a healthy life style with Nike. Its social media strategy really matches its brand image.

Nike is doing well in integrated marketing. I really like this brand. It deserves the reputation and profits.


Why do I download a beauty app if I could not buy stuffs directly?

I had a hard time in finding apps of the beauty brands. Many famous brands like SK-II, Clinique and Shiseido do not have official apps at all.  Eventually I chose the app of Maybelline.

Personally speaking, it is not so bad to browse for product information. But the biggest problem is that I could not buy anything directly in the mobile app. The videos looked good but I need to fetch my laptop and search Maybelline in Google and look for the product on the website. (

There are so many brands and convenient apps around us. Many new stuffs can drag our attention. All kinds of stores have apps. Keeping a customer is hard enough for brands. Deciding downloading the app of Maybelline to take up the space of our cell phone is not easy for a single customer. If it is confusing to buy the product got our interests, we can easily give up and turn to other brands.

Brand loyalty is indispensable but hard to build. The interfaces and using experience of a brand’s apps is becoming more and more important. No purchasing entrance is the biggest disadvantage of Maybelline’s app.

The UI design of Maybelline’s app is aesthetic. It is not complex and matches the style of the brand. The main color of the main page and the product page is rose red which is also the representative color of Maybelline. The categories are clearly categorized into “face”, “eyes”, “lips” and “nails”. I can see products of different categories easily.

In certain products’ page, I can see the introduction video and “inspiring look” video that made me really want to buy. The related products in the video were also posted in the page which is called “matching products”. I can get to know how to match other accessories.

But I found when I changed to some other apps and go back to Maybelline, it will show me the front page and I could not see what I was seeing a few minutes ago. This made me confused. If it is not for the assignment, I might delete the app. And there are no gaming and reviews on the app. It is not enjoyable to use the app.


Apps are very important to keep customers and get their information for brand loyalty. Maybelline has an official app which is much better than others who didn’t. But it still has space to step forward of improving the using experience.


Standing out in the beauty brands’ jungle, Clinique might be a kind-hearted skin doctor.

Beauty is an industry with fierce competition with all kinds of brands. An impressing brand image plays a vital role in the marketing of beauty brand. The Clinique has a seat in the beauty jungle. Clinique Dramatically Different Moisturizing Lotion and 3-step skincare have good reputation. UX design is closely related to the brand image shaping of customers.

At the time when Clinique was first created, the general attitude towards skin care was mainly down to lucky genes. But Dr. Norman marked the beginning of a new era of skin care, punctuated by ideas like: Products can improve your skin! You are not stuck with the skin you were born with! The 3-Step Skin Care System was the first ever dermatologist-created, allergy-tested, 100% fragrance-free collection of beauty products ever marketed. This the brand story of Clinique with the notion of giving beauty and healthy skin to women.


After trying the website of Clinique, I really found the UX design really fits the brand story. I also know more about the product when browsing its website. I can hardly find drawbacks of the website.

First, the overall style of the picture and interface of the front page is fresh and clean.  It is pleasure to look at all kinds photos.  I can see pop-up menu by sliding the mouse on different categories. Second, I can see the slogan of Clinique “allergy-tested, 100% fragrance-free” below the logo. And it shows clear and specific categories like 3-Step, skin care and makeup. I can also find the local store with a click of the “store” button which is easy to be noticed. The photo of products also stressed different skin color and respect diversity.


Moreover, at the bottom of the page, I can chat with experts of Clinique for advice or make a phone call to consultants. Social sharing icons are also easy to find and click on. In a certain product page, I can see how to use it and videos showing the product. Reviews of from other customers are also nice reference.

I didn’t know much about Clinique indeed. But I really wanted to try the 3-Step after seeing the website. And the website also has clear link to its Instagram and Facebook page. It linked closely with social media.

But when I used the app of Clinique, I do not know what it was used for. The interface is fresh-looking and I can find a local store with it. But I could not buy products in the app. You can go different levels after clicking the “gift”icons, but I do not know what does the level used for. The app made me confused. Maybe this brand did not put enough effort into its own app.

In a word, Clinique has an aesthetic official website which is very user-centralized. I can learn and buy products easily when seeing the website. But it need to enhance the performance of the app. Mobile device is very important in grasping the attention of the customers. I can feel a kind and professional doctor are standing behind the brand. The brand image made sense to me.




The first Broadway Show of a foreigner. Why “Wicked”?

Yesterday I went to watch a fantastic Broadway Show “Wicked”. This is the first time that I watched a show of Broadway. I was shocked of the sound effect of the actors’ real-time singing. The born green girl with unusual power and kindness really inspired me a lot. The dance and funny conversations were also impressive to me. I really didn’t expect such a good experience because I had no experience of watching shows of Broadway. The reason why I went to watch this show is because their good tactics of marketing.


After I came to New York City last year, my roommate has mentioned several times that she wanted to see the show “Wicked”. This is the first time I heart its name. I guess it should be called the power of “world-of-mouth”. Broadway reached me for the first time by my friend.


During last semester, I always saw posters of “Wicked” in the subway and billboards on different buildings. I noticed that because I have heart of it from my friend. After several times, an invisible voice in my brain begins to tell me, it might be a good show.

As we know, New York is famous for Broadway shows’ history. But there are too many shows to choose from. In reality, “Wicked” is not the most famous one. But I chose to go to watch it as the first Broadway show, the digital marketing efforts of the marketing team of “Wicked” should be praised for having done a good job.

After I saw this show and had a enjoyable evening, I really get more interests in other shows of Broadway. Then I noticed Broadway has its own App in which I can see all kinds of fantastic shows in New York and watch more shows in the future.


Personally speaking, I am not familiar with Facebook and Twitter, I have few friends on these American based social media. But WeChat (Chinese Facebook) is similar which really has indivisible power of marketing among Chinese people.

I noticed that email marketing is common in the U.S, but I really do not want to see so many ads in my mailbox that I even missed important emails of class in the past. Many companies sent promoting emails too frequently so I have to unsubscribe all of them. I am tired of receiving these emails. Maybe controlling content and frequency of email marketing is very important.


But maybe the best way to make marketing a persuading one is always producing the best product or service. Customers really know which one to choose in the long term. My experience of “Wicked” is a good example. Broadway really did a good job of giving the best shows.