J.Crew CEO Mickey Drexler took transparency and accessibility to a new level recently, publishing his own email address in an email to the brand’s mailing list.
Racked reported that Drexler wrote about a recent experience with a shopper who told him that the J. Crew she loves is back. In his email, Drexler then asked customers to visit the store online or in person and send their thoughts and suggestions to his email address.
Interfacing openly with customers is not something new for Drexler. At a speaking event last year, Drexler said that he stops in a J.Crew store a few times every week to speak with the staff and customers.
It’s no surprise that Drexler put special emphasis on this customer’s approval, given the difficult spell J. Crew has recently experienced. The brand’s customer base has been reporting dissatisfaction with the brand’s new designs, which were seen as a departure from the brand image, and sales in 2015 were down 7 percent.