Customer-Centric Approach Drives Tory Burch's Growth

What differentiates our social media efforts from a lot other retail brands is that we create unique content for each platform, said Berardelli. It's a lot more work, she noted, but the payoff in the end is worth it.

Client Book is a prime example of how Tory Burch is seeking solutions to improve the customer experience in-store. The program, which launched in April, aggregates all the data the brand has about a particular customer (e.g., purchase history, channel of purchase, etc.) to help their local store associates build better relationships with them. For example, Client Book alerts store associates to a customer's birthday, enabling them to reach out with a handwritten note. The strategy is working: The average order value for Client Book customers is 62 percent higher than Tory Burch's typical customer.