Why this Blog?

I have been blogging for three years. But I never figured out what made a blog interesting. I have many interests and often I muddle them all up in the same blog. Now I know what does not work.

I decided to create "What I saw, What I thought" as a blog to capture my experiences and thoughts as a customer to remind myself (and may be others) what goes through a person's mind when she consumes marketing and sales campaigns.

I am a MBA/MSW from Washington University in St. Louis. A proud alum of Political Science, Chulalongkorn University and Rajini in the beautiful Bangkok and P.S. 183 in the fantastic city of New York. I started a company called Molberi as a sideline business focusing on creating a business that does right by its artisans and customers and the planet. This philosophy is called "Happy People, Happy Planet" .

I hope to use WisWit as a tool for capturing my learning as well as my inspirations for business through consumption of other brands' marketing.

Sunday, May 31, 2009

shu uemura

How many bad shopping experiences would cost a brand to lose a loyal customer?

What I saw: Shu Uemura's spring 2009 beautiful blush duo at Japan's Narita airport.
What I thought: If I had the chance to create a blush, this was exactly what I would make. Love it!

What I saw: (Strike 1) I decided to buy the blush at Narita airport but the sales lady forgot to ring it up. I only realized it later when I came home. (Strike 2) I went to shu uemura at Thailand's Suvannabhumi airport. The sales dude (or lady, depending on how liberal you are) did not say a greeting nor acknowledged my presence. He continued to clean up the cupboards and threw stuff in to the garbage can, sometimes barely missing me. I walked away. (Strike 3) I revisited Narita airport's shu uemura counter. I asked specifically for the blush I was looking for and found out that it was sold out.
What I thought: First, I kicked myself for not going to the flagship store in Tokyo. But I wanted to save a few bucks and buy duty free. Then, the accumulation of the small bad experiences made me not want to stop by a shu uemura counter or store anymore, even though I am a truly loyal customer. But now, I am emerging out of my comfort zone and make up cocoon of shu uemura and looking at all the other brands I had dismissed for the past three years.

I guess it takes 3 strikes and shu're out.
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