Lululemon and the Delicate Art of Repairing a Brand's Reputation

Lululemon will land on many year-end “naughty” lists thanks to a string of controversies amplified by a tone-deaf co-founder and his near-total inability to say the right thing at the right time. The company has a new CEO, but will the change be enough to keep the horrible headlines stuck in 2013?

We recently had a chance to speak with Carreen Winters, acclaimed blogger and executive VP of MWW’s corporate communications and reputation management practice, about the challenges facing brands like Lululemon and the art of reputation repair.

Let’s review what Lulu did wrong and how the brand might recover in the new year.

THE BAD:

First: Lululemon had a problem with product quality and addressed it in the worst possible way:

“…you can’t blame the customer for a problem with your product.

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