The site also welcomes feedback. Clicking on the “homespun solutions” button that accompanies the aforementioned section reveals testimonials from people who have effectively cleaned similar stains. For example, a quaint tip details how spitting on cloth can help ensure that milk stains will not linger. Homespun, indeed.
Tide successfully displays its entire gamut of products on its website. The product variations are neatly classified, ensuring easy navigability. In addition to details of product use, the strategically placed “product locator” helps visitors find addresses and contact numbers of stores where Tide products are available.
A personalized section on the homepage invites users to become part of the online community and receive special offers and access to the virtual message board. Surprisingly, the site does not have a “welcome message” to new members of the Tide family, demonstrating a lack of personal attention. Moreover, access to the message board (a so-called privilege for members) is open to those who don’t even sign up to become a member.
Editorial content is what helps Tide keep true to its brand identity while also distinguishing itself from the competition. The site offers engaging articles related to fabric care, tips and time savers, and garment care while traveling. Interestingly, each article carefully weaves in a relevant Tide product to deliver effective solutions. While this might appear to simply be good marketing, it conveys Tide’s message that it can solve just about any laundry problem.
Apart from sensible fabric care information, the website also features polls, special offers, discounts and sweepstakes to add an element of fun and also encourage repeat visits.
Tide’s primary target audience—women—is not a mystery. Not surprisingly, the detergent brand has images of women throughout its site. Nonetheless, it might not want to completely dismiss the male college student or the bachelor who does his own laundry and is on the site looking for information.
Unfortunately, Tide.com does not feature a customer service phone number for those wishing to speak to a representative. The list of instant answers on the site is definitely valuable, but a live chat facility can be the ideal surrogate to mom’s correct advice. Also, a search option on the homepage wouldn’t go amiss for those looking for a quick tip.
Overall, Tide’s brand is well delivered through a clean and focused approach, with information loaded into the smallest detail to ensure customers don’t lose hope when laundry troubles crop up. Given the current appeal of its offline brand, and the successful extension of it online, it is clear that Tide knows fabric best.
Now, if you don’t mind, I’m going to put on my clean shirt and prepare for my next presentation.