Customer-Centric Approach Drives Tory Burch's Growth

We wanted to create an app that people weren't just going to download, use once and then forget about it, said Berardelli. The app has utility for users, she noted, and that's reflected in its 80 percent return user rate.

However, satisfied customers isn't enough for Tory Burch, Marcotte said. The retailer wants to build loyalty. To help it accomplish that goal, it uses Net Promoter surveys to get feedback from its customers on what it's doing well and what it's struggling with. This approach has helped Tory Burch gain valuable feedback that it can incorporate into its business. The company will receive — and review — 40,000 feedback forms this year. This yields a high level of knowledge, noted Marcotte.