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The customer is always right – or is he?

My first reaction was irritation, when a few weeks ago I discovered the redesigned Tropicana orange juice packaging at the store. It took me a few minutes to find the low-acid and no-pulp variety that I always buy. But then I decided not to make a big deal about it. “After all, it’s only juice“, I said to myself, “my life doesn’t depend on it“. So I moved on.
Today I’ve read with amusement that not everyone can let it go. In the NYT there is an article about it, “Tropicana Discovers Some Buyers Are Passionate About Packaging” is the headline.

Source consumerist.org

AFTER/BEFORE Source consumerist.org

“Some of those commenting described the new packaging as “ugly” or “stupid,” and resembling “a generic bargain brand” or a “store brand. (…) Others described the redesign as making it more difficult to distinguish among the varieties of Tropicana or differentiate Tropicana from other orange juices.” (Source: NYT)

Neither Tropicana nor PepsiCo, which owns the Tropicana brand, has commented the issue on their websites yet. But Neil Campbell, president at Tropicana North America in Chicago, said to NYT that they “underestimated the deep emotional bond” the consumers had with the original packaging. As response to customers backlash, Tropicana plans to bring the previous version back in the next month.