As a potter living in rural Puerto Rico, foot wear is usually all about comfort and functionality. I want shoes I can easily slip off when I go into the house and ones that can be easily washed. Fashion doesn’t weigh too heavily into the equation, though funky colors are desirable. This is why I purchased some Crocs when we moved over here, and Nick (somewhat reluctantly) followed suit.
Back in July, I wrote about the problems I was having with my Crocs. I contacted their customer service and even reached out to their “Social Media Specialist” (yes, there is now such a title in the corporate world…I guess someone has to stay on top of twitter, facebook and blogs…). It seems that Crocs is only interested in customers who happily ride their brand wagon… Problems with the product fall on deaf ears. To date, I’ve not heard back from Crocs.
Brands can be powerful things, yes. Believe me, I know a thing or two about branding. Companies do and should spend a good amount of money building their brands and patting their brand followers (and ambassadors) on the shoulder. But what to do when their products falls short? Should companies address the problems or ignore them and hope they go away (this seems to be the Crocs approach). More importantly, what do consumers do when a brand fails to deliver on its promise? Well, this consumer is voting with her feet (and pocket-book). Check out my new “Crocs”. Dead ringers for the original, bought for $5.50 on ebay…
Are they as comfortable as the original? Well, WHICH original are you referring to??? Crocs “Made in China”? Crocs “Made in Mexico”? or those “Made in Boulder, CO”? Crocs has diffused its brand experience to the point that there is no ONE experience. Every Croc I put on feels different (and I’m talking about the same models here). So what about my new “Crocs”? Alls I know is that they are 80% cheaper than the originals and feel quite comfortable. That’s good enough for me! Ahhhh….I feel better now! Social media…its a wonderful thing, huh?