brand experience project

Origins Tax Day Email | Brand Experience Project

by Jamie Sanford on April 17, 2018

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Short one today, because I had to share this email from Origins that made me chuckle.

It’s Tax Day, and the subject line of this email is “Tax Day Is Here! Have You Checked Your Balances?” The email is a big promotional piece on their Checks & Balances face wash. This is so cute and smart and I am all for anything that takes a boring/slightly negative thing and turn it into an opportunity to tie it in with a product promotion. (Please see this blog post about what not to do with sad things like celebrity deaths.)

Good job, Origins!

 

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United Codeshare Email | Brand Experience Project

by Jamie Sanford on March 5, 2018

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I wanted to share a short post today about a recent email experience. I know that I just wrote about United Airlines and being irritated with their website, but I’m back with another issue. This time with an email that my husband Will received from United regarding a flight he booked with United but that was being run through a codeshare partner.

Let’s take a look:

OK. Let’s get into it.

  1. This email is plain text. Really?
  2. There is NO clarification on what “RS and/or its partners” is.
  3. There are no convenient links. The words “(whatever) website” should NEVER appear anywhere without being a link. This is internet 101.

I can’t with this. It is 2018 and this is a MAJOR corporation, in charge of hurling people through the air across great distances. How can this be acceptable?! United, get it together.

Tweet me and tell me your biggest email pet peeve.

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Click here for all posts in the Brand Experience Project.

While I do not fly as much as I used to, I have managed to largely stay loyal to United Airlines for many years. I figured that at some point I would attempt to purchase flights with those miles so I wanted to gather them up. After having been largely unsuccessful at planning trips using miles, I started using the miles to buy meals at Newark airport. I have a good amount of miles though, so I would really like to purchase flights.

It all goes downhill from here.

My issue is essentially this – United.com will not allow you to create one reservation with one segment paid with miles and one segment a regular flight purchase. This is what happened when I entered my preferred travel dates and told United.com to “search award travel” and then chose flights that worked for me.

Why. I know from other shopping that the return flight for 2 people doesn’t cost anything near $1,264, so why would I pay for that many miles?

One step earlier in the process, here’s the screen presentation after I’ve chosen one segment.

I have already chosen flights that will cost 25,000 miles. There are NO options available on all of United.com for me to spend less than an additional 25,000 miles for 2 tickets, so why am I not getting a message here, telling me that and allowing me to proceed to search for the return flights as I would normally, while not shopping for award travel? This should not be so complicated.

Let’s fix it!

Here it is. I have greyed out the page and created a pop-up so the situation is incredibly clear.

I could be redirected to the same version of the page I see when I’m looking to purchase flights with actual dollars and not miles.

Is United banking on the fact that this is frustrating and so most people will give up and just buy the flights they want? Come to think of it, I have not heard anyone tell me that any one airline is amazing at this.

If you know of one, let me know! I would genuinely like to hear about it.

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NYDJ Gift Box | Brand Experience Project

by Jamie Sanford on November 28, 2017

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I haven’t made a secret of the fact that I don’t love gift cards as a gift. Everyone knows that the holidays are coming, so start shopping early! Here are my top 5 tips for early holiday shopping.

I really enjoy NYDJ products, and so was really pleasantly surprised to see this option for a gift card from their website.

This gift card is extra! NYDJ gets all of the points for presentation here. You receive a beautiful box with a purple ribbon to tie it closed, and when you open it, you get a presentation of a gift card for $124 (standard price for NYDJ items), and a measuring tape so that you can be sure to order the right pair for the perfect fit.

This is a next-level gift card. The presentation alone brings an air of importance and consideration to the gift, even though buying it was as simple as buying a basic one on the cardboard backing.

This is the kind of elevated experience that I want from brands. The gift card + measuring tape here isn’t earth-shattering, but the presentation is wonderful and is beyond what we have come to expect.

Every brand should be trying to reach “beyond what we have come to expect.”

Congratulations to NYDJ on this effort. I hope it is intensely successful.

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Sephora Stock Issue | Brand Experience Project

by Jamie Sanford on November 20, 2017

Click here for all posts in the Brand Experience Project. This post contains affiliate links, which means I will receive a small commission if you make a purchase after clicking on one of my links.

I’m back at it with another Sephora.com post, unsurprisingly. Sephora is second only to Amazon when it comes to websites that take all of my money.

I have talked about the sale page on Sephora.com before, outlining the issue of “view all but not really.” They still have this issue.

This issue is with the sale page as well. Let’s get into it.

OK, here’s the sale section. What is that item I see? A Make Up For Ever Nude palette? YES PLEASE.

Out of stock. Grrrr.

As someone who runs an e-commerce site, I know that you don’t necessarily deactivate an item as soon as it runs out of stock. But on a product listing page, it’s really disingenuous to not let someone know that the product is out of stock. Is it a ploy for more page views? I can’t understand why that would be a big concern for Sephora, their business appears to be booming.

It would be simple enough for Sephora to activate “add to cart” buttons on the product listing page, and those buttons would also show items as out of stock when they are out of stock.

Perhaps things that aren’t a game changer but COULD be fixed are not on Sephora’s priority list. I would love to see tweaks made to make their site easier and faster to use.

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