As a company that has to talk to people about their underwear (awkward), customer experience is at the tip-top of the priority list for globally growing brand MeUndies. How do they keep it lighthearted and memorably awesome?
As a company that has to talk to people about their underwear (awkward), customer experience is at the tip-top of the priority list for globally growing brand MeUndies. How do they keep it lighthearted and memorably awesome?
To begin, every step of the MeUndies customer experience has a real-life person associated with the communication. From their noteworthy billboard campaigns -- who is Jen? -- to their fashion shows and pop-up shops, to customer service representatives who are all “obsessed” with MeUndies, the brand has intentionally moved away from efficient yet overused robot-like interactions to more authentic, customized experiences.
They not only fulfill their 100% satisfaction guarantee, but take extra steps to show that they actually care about each customer’s comfort. One client liked the undies but had a phobia of the color purple (also the color of the undies’ waistbands) -- full refund. Another just didn’t love the undies, so they gave him a refund and sent him a Starbucks card to “treat him to a cup of coffee.” The team has even started sending out care packages for MeUndies customers who might need a pick-me-up.
And at the center of every piece of branding and interaction? Finding style that’s comfortable, customizable, and efficient. Catering to a “want it now, want it my way” generation, MeUndies is making sure to present their subscription-based service in a way that encourages individual style. Collaborations with local artists for the Design of the Month undies arrive with a free gift in a “cute little bag.” Customers hit “subscribe” for no-hassle purchasing and can expect personalized service and a high-quality product, in total alignment with their desire for cooler style with less fuss.
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