11/6 – 11/12
This week on Glossier’s Instagram, I saw that they are having the same issues with customer dissatisfaction as they have been for the past few weeks. There are still complaints about the new formula for their lip products, even though they released a limited edition batch of their old formula recently for two kinds of the product. Customers want this formula back completely, but Glossier has yet to respond to any comments or release any kind of statement as to whether or not they are considering this idea. New to the past two weeks, customers are requesting a restock of their tumbler which sold out almost immediately upon release. Glossier has responded to a few comments on their Instagram, telling customers to “keep an eye on our Instagram for an update soon”. There hasn’t been too much of a change with customer engagement in the past week, mainly because the comments they do get are complaints which they have chosen to not respond to. Of course, it is impossible to respond to every single customer complaint individually, especially when 90% of them are saying the same thing. However, it can give off the impression that Glossier is ignoring their customers. Most brands’ social media accounts that I have seen over the years have chosen to only respond to positive comments as to not draw attention to the negative comments, but it always ends up having the opposite effect which can be seen in Glossier’s comment section.
