{"id":15315,"date":"2015-10-29T10:21:13","date_gmt":"2015-10-29T14:21:13","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=15315"},"modified":"2016-05-18T15:23:54","modified_gmt":"2016-05-18T19:23:54","slug":"yoga-pants-can-realign-customer-experience","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/yoga-pants-can-realign-customer-experience\/","title":{"rendered":"Yoga Pants Can Realign Customer Experience"},"content":{"rendered":"

Lululemon is a brand with a loyal cult-like following, but Customers began to sour<\/a> on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it\u2019s because they are realigning to their Customer-center.<\/p>\n

September 1st, the high-end yoga-wear maker introduced their new Pant Wall<\/a>. The new fits are arranged according to how they feel when worn, rather than the silhouette as it was in the past. The new pants range from Tight fit to Relaxed and include other fits such as Held in, Hugged or Naked.
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I realize of course that I am not the target of Lululemon, since I would never wear yoga pants (you\u2019re welcome!). They certainly wouldn\u2019t have my size. And if they did, the sight of me wearing this is enough to put everyone off their food for a week! However, the last fit description sounds interesting, to say the least!<\/p>\n

The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. The Pant Wall was designed to help Customers feel less confused in the store more satisfied with their purchase after they leave.<\/p>\n

The Customer response to the change seems to be positive, according to analysts<\/a>. They are upgrading the stock and forecasting a positive turning point the brand by the 4th quarter. Morgan Stanley upgraded LULU<\/a>, predicting that the stock will continue its success in earnings for 2016.<\/p>\n

The VOC is the Key<\/b><\/h3>\n

So what does this story show us? It shows us two things. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience<\/a> pays off for your bottom line, a.k.a. stock price value rising.<\/span><\/p>\n

An important part of your success (a.k.a. stock price value rising), is having a few ways to keep in touch with the VOC. Lululemon has a few channels in place to listen to the VOC:<\/span><\/p>\n