While we’d always love to blog about all of the great work we do for our amazing clients, today I’d like to brag on another agency’s client. Many of you have probably seen Maui Jim’s current ad campaign on TV or in print. The campaign shows the brilliant colors and detail that people can see every day when wearing Maui Jim sunglasses. Colors are shown literally bursting on the screen/page with the tagline “Like You’ve Never Seen.”
I own a pair of Maui Jim sunglasses that I actually bought in Maui in 2011 on my 10th anniversary trip with my husband, Scott. My husband was diagnosed with a brain tumor four months after we got back from that trip and passed away two years later. The Maui Jim glasses were my only souvenir from our trip and I have been reminded of that vacation every time I put them on. Three weeks ago, I accidentally sat on the glasses and bent the frame. Yes, I know they’re just glasses, but at that moment, I was heartbroken.
Because their ad campaign was fresh in my mind, I thought of looking to see if they had a repair service. I visited their beautiful and easy-to-use website, printed off a repair form, called the toll-free number and talked to a very nice and helpful lady (who answered the phone with a friendly “aloha,” even though she was in Peoria, IL). The rep walked me through everything that I needed to send, including a $10 processing fee, and said that the repair department would contact me for any additional charges. The next Friday, I got my Maui Jim glasses back in the mail. Not only had they been repaired, but also had new nose pieces and a new case. All for a whopping $10. I was excited, extremely grateful and overwhelmed at how easy the whole process had been.
Because of a superior product, brilliant and effective ad campaign and excellent customer experience, I have gone from having an emotional connection to a product to having an emotional connection to a brand. That’s a winning strategy for any brand looking to gain customer loyalty.