Lululemon, a brand that prides itself on their excellent quality, has been under public pressure as of late as newer product lines have not lived up to previous standards. The company was founded on the value proposition that they provide innovative, quality products through an excellent customer experience. However, Lululemon has flagrantly contradicted this message by using thinner fabrics in newer product lines. Furthermore, co-founder Chip-Wilson responded to the allegations by blaming tears in the new pants on out of shape customers, another violation of the Lululemons proposed value of excellent customer service. On top of this, Wilson’s comment represents the lack of willingness, on behalf of Lululemon, to utilize information gathered from customers. As opposed to using these complaints to better the company’s products, Wilson has given customers the perception that the Lululemon is insensitive to their opinions, a move that further violates the final portion of the company’s value proposition, innovation.

Article Link: http://www.huffingtonpost.com/2013/11/14/lululemon-alienating-customers_n_4275842.html?utm_hp_ref=canada-business&ir=Canada%20Business