The Mashable post details LOFT's responsiveness after customers complained that a certain pair of pants would only look good on a model. So LOFT posted pics of 5 employees of varying heights/weights wearing the pants. They still didn't convince everybody to buy the pants, but they did earn major brownie points for listening!
And as a marketer, I love the fact that, unlike many other stores, they don't focus too much on coupons and discounting to attract people to their Facebook page. Exclusive fashion tips, heads-ups on new arrivals, and quick answers to customer questions and complaints are so much more powerful than coupons when it comes to building long-term loyalty. Now if they could just try that with their other marketing channels. I get so many coupons by email and postal mail that I couldn't possibly use them all...
