10/23-10/29
This week has proven that Glossier has read all of the Instagram comments from customers complaining about the new formulas for their products. In the second image, they posted an ad for two of their lip balms with the original formula, and the customers in the comments were very happy and were hoping this trend would continue with more variations of the balm. In the first image, however, customers enthused about their love for another product that they also changed the formula of, and how Glossier still hasn’t acknowledged the complaints. Glossier still hasn’t made any statements regarding customers’ complaints, other than to release the original formula for two products. The tone of their posts tries to come off as friendly and down to earth, as they have models take selfie videos of themselves using the products instead of professional photoshoots. This can set them apart from other makeup brands and make it seem like their products are for everyone, not just celebrities. However, it seems they still don’t quite know how to properly acknowledge criticism very well, even though this is a step in the right direction.
