Tuesday, May 13, 2008

Yes, That Dress Makes Your Hips Look Big

On a recent visit to J. Crew, Jackie Huba asked the salesperson if a dress made her hips look big. The frank response, "Yes, it does," was followed with a swift recommendation for a more flattering alternative. In a post at the Church of the Customer blog, Huba lauds the honest—and helpful—feedback on what looked good, and what didn't.


She says it's the kind of personalized service she has come to expect from J. Crew under the leadership of CEO Mickey Drexler. "[He] is clearly driven by a fanatical mission to understand what his customers want," writes Huba. "He spends part of almost every day visiting stores … [and] … chats up customers for feedback and comments."

Among the unusually upscale services that seems to have come from those conversations:

-On the way into her dressing room, a salesperson handed Huba a bottle of chilled water, something you don't expect in a mid-range store.

-Shortly after her visit, Huba received a J. Crew offer inviting her to make a complimentary appointment with a personal shopper, even before or after store hours.

The Po!nt: Says Huba, "By listening to customers (not just once, but continually), J. Crew has learned that some of us who aren't afraid to part with our cash want someone to help style us and do it on our schedule."

Source: Church of the Customer blog. Click here for the post.

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