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MESSAGE FROM MARK

Dear Advisors,

Monday was the worst possible scenario for the launch of a promo that so many were excited about, and it’s clear that despite many incremental fixes, different vendors and experts employed over the last two years, there is still something fundamentally wrong with how the systems function when traffic volumes reach such high numbers. 

We’ve heard from many of you about how you have documented the impact on both you and your customers who show up for launch with excitement, then have issues logging in, seeing products or checking out, and we hear you. That is a terrible position to be in, and we deeply regret that it happened once again despite all the prior work and precautions. Although it may seem that we have been ignoring this issue, I can assure you we are not. We also know that nothing short of a comprehensive solution is acceptable to both you and us. The team has worked with four different groups who have not been able to help solve whatever core issue is getting in the way at launch. We have dedicated team members to this issue who are working with new Magento-focused experts to share the approaches that have been taken and find a solution. 

We are a unique business that offers Advisors exclusive products, promos that tier and provide choice, product bundles that include gifts — but none of this is helping you or your customers if you cannot check out. Many of you have mentioned how this is hurting your customer relationships and how it feels out of sync with our current initiatives to help you grow your customer base and teams. We agree — and that is why this remains our top priority to fix our system issues and, in the interim, make a change to the marketing schedule, which Alison explains below to help alleviate pressures on the systems. 

We don’t have all of the solutions today. However, similar to how the team keeps you updated on the coaching side with challenges and growth goals, we will do better to update you on what we are doing to fix your shopping and checkout experience in your Advisor emails. 

MESSAGE FROM ALISON

Hello Advisors,

Monday was indeed a stressful launch day for all of you. I also want to acknowledge that we caused you extra stress and tension by not taking the right approach to explaining the December Deals promotion from the start. I know that many of you joined me or have since watched the explanatory Facebook Live I did in the Advisor Groups on Friday evening explaining the promotion. And I still apologize that we did not kick off this promo in a way that made you excited and confident to share it with customers. 

I also know that you are all having to take steps with your customers to ease their frustrations with Monday’s launch. And many of you missed out on sales when they became so frustrated that they abandoned placing an order altogether. While our IT team is focusing on fixing our checkout experience, we are reviewing the marketing and product schedule to see where we can make changes to improve your shopping experience and restore your confidence in us both on the IT side and on the marketing side. 

• To help disappointed customers: We would like your feedback on what you think would be most appropriate as a goodwill gesture for them. We want to include you in this decision process and would much appreciate it if you could share what you think they would most appreciate via this short survey. 

• To ease launch pressures: We have had two Advisor-Only January Launch Preview Boxes on the calendar that were originally “Secret Boxes,” that were scheduled to be available Monday. Instead of doing that, we would like to invite you to join us on Thursday, Dec. 8, at 7pm CT to view an unboxing. That way, you can decide which of these Advisor-Only January Launch Preview Boxes you would like to purchase on Monday, Dec. 12 (a quantity of 1 box of each per Advisor). We are taking the “secret” out of the box, but I hope that it will still be exciting to get some of the January products in your hands early to have extra time to create fun reveals for your customers. And we will be giving any Advisor order that includes one (or both) of these Advisor-Only boxes free shipping on that order while it is available Monday, Dec. 12, through Friday, Dec. 16 (starts and ends at noon CT). You can RSVP for the unboxing webinar here. 

For questions or assistance, email CustomerService@CreativeMemories.com or call 320-281-1424. Customer Service hours of operation are Monday-Friday from 8:30am-4:30pm CT.

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