I’m not emotionally ready

Here’s the latest TV spot from Zappos where real-life customer service team member Michael helps a distressed customer manage her emotions. They are so nice at Zappos. Ironically, Fast Company reports that Zappos’ best customers are the ones who return the most merchandise. Just goes to show the power of great customer service.   Read More

Zappos – Happy People Making People Happy

Challenge Zappos is an amazing success story, growing sales in the retail footwear category from $1M to $1B in 10 years. Simply put, Zappos is a customer service company that just happens to sell shoes. The entire company is built on a unique culture of delivering WOW through customer service. After 10 years of hockey-stick… Read More
New Business

Feeling lucky – Mullen wins Foxwoods

Happy to announce officially today that Mullen is the new agency-of-record for Foxwoods Resort Casino. The news was first reported this morning in the Boston Business Journal and on ADWEEK. Mullen originally got engaged with Foxwoods to create the world’s first branded resort casino iPhone app late last year. Simultaneously Foxwoods launched an agency review… Read More

That’s a nice deep fryer

Giovanna, a very real customer service representative from Zappos, stars in Mullen’s latest spot for the beloved online retailer. This is the second of three :30’s in the Zappos campaign. Another spot called Jesse broke last week. The reviews so far are good. Please let us know what you think. Read More
Analysis & Opinion

The 3D Craze…is it here for good?

When one of my favorite pastimes is morphing, I take note. I’m specifically talking about the 3D craze. 3D movies have been around since the 1950s, but newer technology and advanced special effects are helping 3D movies become more mainstream. With movies making billions like Avatar (making $2.5B worldwide) and Alice in Wonderland (making $116M… Read More

The Making of the Zappets

We thought some of you might to like to see how Mullen and Special Guest created the new ad campaign for Zappos.  Director Aaron Duffy put together a documentary film that takes you behind the scenes as the “Zappets” were brought to life. There is one Zappos TV spot in the market so far. Many… Read More

First Zappos spot breaks

The first TV spot in the new Zappos campaign from Mullen has launched. The spot is based on an actual call with a Zappos customer service representative – yes, that’s a real Zappos employee named Tom on the line doling out the happiness. We’ll keep sharing new creative from the campaign as it breaks. There’s… Read More

The Zappets are coming

Mullen’s first creative for Zappos breaks next week.The work will be posted here as it goes live; however, the pre-launch begins today with this New York Times column from Stuart Elliott. Please have a read. This work was inspired by the amazingly unique culture and genuinely happy customer service we discovered at Zappos when pitching… Read More