Customer-Centric Approach Drives Tory Burch's Growth

We're channel agnostic, said Marcotte. Our goal is to tap into the passion of our customers. If we're not 100 percent completely passionate about our customers, we won't make the right decisions.

To help it engage with its passionate customer base, Tory Burch presents itself as an OPEN brand — on-demand, personal, engaged, networked — said Berardelli. Social media is a critical component to that philosophy. Tory Burch engages with its fans via Facebook, Twitter, Pinterest, Instagram, among other social platforms. In fact, the brand's Twitter and Instagram pages are managed by Tory Burch herself.