How long is too long?

Oct 17, 2016

Every time I think about this, it makes me laugh until I cry, particularly when you look at the pictures. It's someting online fashion giant, ASOS got terribly long (sorry, wrong!) a while back.
They have been sending out jeans that are WAAAY too long. But it’s not just a case of being a couple of inches too long, these ones are nearly as long as people are tall! Honestly I'm not exaggerating! Have a look at the pictures here:
As you can imagine this has led to lots of unhappy customers taking to social media to share how they’re feeling with one customer commenting "I must have selected the BFG option."
ASOS have attempted to defend themselves saying, “it’s the new fashion – they are cut longer than standard length to allow a gathered effect at the ankles”
Thanks so much for that explanation ASOS, but why didn’t you tell your customers about this new fashion BEFORE they hit order so they knew exactly what they were getting?
Surely, this would have stopped all the confusion when people received their long-legged jeans?

It’s a lesson we can all learn, so I want to ask you...
Are you being crystal clear with your customers or are you leaving them confused and bewildered? It might be worth you spending sometime this week to take a look at your customer journey to ensure you are crystal clear about what your customers are buying or ordering. After all you wouldn’t want to be plastered all over Facebook and Twitter!