J. Crew is ramping up customer service with several expanded customer-centric programs tailored to make shopping easier by better anticipating and responding to customers’ needs in stores, online and at its call centers for catalogue orders.
Based on the feedback from shoppers, market research and a more introspective business model, customer service has become the rallying cry of chairman and chief executive officer Millard “Mickey” Drexler and president Tracy Gardner, who believe that better service will ultimately increase sales, spotlight the brand and help differentiate the $1.3 billion chain from the competition.
The intensified customer service approach was launched in June at the 197-unit chain’s Rockefeller Center store in New York with a program called “Just Ask,” which is similar to a concierge station in the store where a customer can make a shopping appointment with a personal shopper or stylist, access hard-to-find items including limited edition styles from J. Crew’s Web site and catalogue.
Other “Just Ask” features include 15 percent in-store discounts for teachers and college students, expanded ranges of special-size garments and more prominently promoting its wedding and party dress specialists, who can help wardrobe an entire wedding. There’s no charge for the “Just Ask” services.
Though only the Rockefeller Center J. Crew store has a designated “Just Ask” desk, almost all stores, including a new 7,520-square-foot unit at Galleria Dallas that opened Aug. 5, have a designated red telephone that can access a customer service associate to help shoppers with more customized service.
“The response has been fantastic,” said Gardner. “Customers love it. We will be rolling out the ‘Just Ask’ desk to new stores as well as launching them in a few existing locations. To us, it really comes down to a philosophy. America’s standards are too low when it comes to expecting good service.”
@tradesy is turning the concept of a showroom upside down with its new space in Santa Monica. Here, the company plans to hold events, art exhibits and a showcase rare fashion pieces like this Louis Vuitton boxing set. Get all the details on Tradesy’s first showroom on WWD.com. #wwdnews
Spotted last night at the @erdem x @hm launch event: Kate Bosworth, Rashida Jones, Kirsten Dunst and Selma Blair. The party, which took place in LA, also marked the opening of their pop-up shop. “I was interested in creating a collection that wasn’t in any way disposable. It was about pieces you’d create and keep forever, things that have a permanence to it,” designer Erdem Moralioglu said. #wwdeye (📷: Katie Jones)
Renee Zellweger in yellow in 2001 and again in 2017. Chosen as one of the 12 @pantone Leading Spring Colors (and dubbed “Meadowlark”), it only makes sense that the bright hue stands the test of time and is making a resurgence this season, seen already on stars like @blakelively and @gigihadid. (📷: Donato Sardello & @rexfeatures) #wwdfashion #tbt
Dior’s 70th anniversary celebration continues with a new exhibition at the Royal Ontario Museum in Toronto. “Christian Dior,” which is scheduled to run through March 18, takes a look at the founders tenure from 1947 to 1057 and feature 40 designs. Pictured here is an evening gown from the Ailée, fall 1948-49 haute couture collection. #wwdfashion (📷: Brian Boyle)
As one of the most recognizable models in the world, Christy Turlington Burns has an insider’s view of the fashion industry and the allegations of sexual harassment swirling around it. “I can say that harassment and mistreatment have always been widely known and tolerated in the industry. The industry is surrounded by predators who thrive on the constant rejection and loneliness so many of us have experiences at some point in our careers,” Turlington told WWD, along with her suggestions for how the modeling world should protect younger women and men. Read more on WWD.com. Link in bio. (📷: Tony Palmieri) #wwdnews
@asics America has tapped a new brand ambassador: famed DJ/record producer @steveaoki. This initiative is intended to set the tone for the new brand identity and philosophy and will include partnerships with influencers and in-store and off-line activations that will continue into next year. This is Asics’ most significant marketing effort in two decades, and is expected to attract younger consumers to the brand. #wwdfashion
24-year-old Jean Prounis is redefining the rules of jewelry. Formerly a studio assistant to Jemima Kirke and a design apprentice at Ghuran, she focuses on handcrafted subtleties and ancient goldsmithing techniques. “There was a really sterile feel in the environment and I wanted to have jewelry with character that shapes how you wear it everyday,” Prounis said. Each piece is hand made in New York, either by Prounis or three other jewelers in the district. #wwdfashion
“These collections continue to build on that vision, empowering differently abled adults to express themselves through fashion,” said @tommyhilfiger of his line of adaptive apparel, which launches today. The line consists of 37 men’s and 34 women’s styles based upon the pieces from the spring Tommy Hilfiger sportswear collection. #wwdnews