Articles by mchen

A Thank You from Lulu

Over the past several days I’ve received messages from many of our customers about the joy their creations brought to friends and family over the holidays.

Messages like this one from Keri in Washington: “I just wanted to say THANK YOU for such an easy and fantastic service! I made a photo album using your downloadable template. The process of setting everything into the template, uploading it, and selecting the cover art was all so simple. They were printed and delivered within a matter of days – just in time for Christmas! My family LOVED them. They were definitely the hit of the evening. Everyone kept commenting about how professional they look.”

And this one from John, a services customer in Wisconsin: “I just received the books and they are perfect!! … Thank you very much! Your close attention to my book was greatly appreciated!”

Messages like those inspire us and humble us. We know that your book is so much more than words, pictures and paper. It’s the embodiment of a memory. A life goal. A dream made real. And we very much appreciate the opportunity to serve you.

As the year draws to a close, I just wanted to say Thank You for choosing us and share my commitment to making Lulu even better in 2010. I’ll leave you with a video of a Lulu customer that came to our attention a few weeks back. We often wish we could be at the door when your books arrive. This got us close. And as it made its way around the office, I’ve got to tell you more than a few of us had goose bumps.

All the best for a prosperous — and creative! — New Year!

International Shipping Solutions

Over the past several months, we have heard our international customers tell us that our shipping costs are too high and that we need to change things. In March, Nick discussed some of the reasons behind these issues and promised we would give the community more information as soon as we could. Meanwhile, the issues with international shipping have continued and the community has rightly questioned both the reasons behind them and what if anything can be done to lower the cost. We sincerely apologize for the frustration and inconvenience you have experienced from our current shipping methods, but we have been taking all of your feedback into account and have been working hard to resolve these issues once and for all.

We have already rolled out the following solutions, and we will continue to improve our offerings across the world.

We have:

  • Expanded our capabilities in Europe.  This should greatly reduce the shipping costs anywhere in Europe.
  • Extended flat rate pricing in Europe on orders for one, two, and three books.
  • Introduced flat rate pricing on international mail shipments on orders of one, two and three hardcover books from the US

Additionally, we are implementing the following changes that we hope to make available to you by the end of this summer:

  • Expand our capabilities in Europe to produce more hardcover trim sizes to lower shipping rates on that product line.
  • Analyze our pricing for Australian customers, and explore areas we could lower our shipping rates.
  • Change U.S. and Canada domestic mail and ground shipments to competitive flat rates
  • Expand our West Coast capabilities to lower shipping rates to West Coast customers

Implementing these changes requires significant upgrades to our current processes as well as  our supply chain management, but with your support and feedback we are confident we can bring you continuous improvement.

Thank you all for your input and patience.  We welcome your comments.