– Since February, Dear Klairs has been conducting monthly one-on-one customer phone interviews with loyal Korean customers to better understand their experiences and needs.
– Insights gathered will help inform product improvements, customer communication, and future global communication initiatives.
– Dear Klairs launches the TXA Supple Tone Up Sun Essence, a multifunctional sunscreen that combines reliable UV protection, tone correction, and clinically backed brightening care in one lightweight formula.
Since February, Dear Klairs has been conducting monthly one-on-one phone interviews with loyal Korean customers as part of an ongoing effort to strengthen direct customer communication and better understand the experiences behind product reviews.
While reviews and survey data offer valuable feedback, the initiative was designed to go beyond text-based responses and create space for more honest, in-depth conversations around skincare routines, purchase motivations, product experiences, and everyday skin concerns. By speaking directly with customers, Dear Klairs aims to better understand not only what customers think about products, but how they use them, what challenges they face, and what they expect from the brand.
The interviews also allow Dear Klairs to capture the context, emotions, and real-life language that are often difficult to identify through quantitative data alone—helping the brand better understand customer needs while strengthening more meaningful, authentic communication with loyal users.
Early conversations have surfaced recurring themes around sensitive skin concerns, trust in gentle and dependable formulations, and the importance of comfort and ease of use in everyday skincare routines. Hero products such as the Blue Calming Cream and Blue Youth Activating Drop were also frequently mentioned as trusted staples among long-term customers.
Moving forward, Dear Klairs plans to continue the interview program with Korean customers while exploring opportunities to expand the initiative globally through Zoom-based customer conversations.
Insights gathered through these interviews will help inform future product development, product detail page improvements, customer communication strategies, and more real-customer storytelling across Dear Klairs’ global social channels.