Bryan Wassel

1 week ago | retaildive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 earnings call Tuesday. About half of new customers now receive a call from customer service after they join that explains key subscription features and answers any lingering questions, as well as mid-month and end-of-month check-ins.

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Albertsons is leaning into its mobile app and its recently simplified loyalty program to help drive digital sales and customer engagement, executives said on a Q4 2024 earnings call Tuesday. Loyalty membership grew 15% year over year during the fourth quarter to more than 45 million members, according to EVP and COO Susan Morris, who will assume the CEO role on May 1. The number of actively engaged members rose 12%.

1 week ago | fashiondive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 earnings call Tuesday. About half of new customers now receive a call from customer service after they join that explains key subscription features and answers any lingering questions, as well as mid-month and end-of-month check-ins.

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 earnings call Tuesday. About half of new customers now receive a call from customer service after they join that explains key subscription features and answers any lingering questions, as well as mid-month and end-of-month check-ins.

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. More than half of customers seek a feeling of joy when shopping online, but three-quarters say e-commerce lacks excitement, according to a survey of 6,000 consumers released earlier this month by Criteo. More than one-third of respondents say they lament the loss of unexpected finds. Consumers are more likely to make impulse purchases in store, with 36% making one in store versus 13% on a website.