The fashion rental marketplace is increasingly crowded, with new systems like Nuuly and Castle doping up daily. Rent the Runway has been in the top spot of the condominium provider for most of its life, being the most recognizable name and broadly credited with popularizing the modern-day fashion rental model. But as new gamers input the marketplace, how will Rent the Runway reply to ensure it remains beforehand of the sport?
Based on some of the corporation’s latest communications, it appears clear that customer service and other nuts-and-bolts information can be a key battleground in the apartment going ahead. At the beginning of July, Rent the Runway sent an email to some of its clients with the identity “We’re Sorry,” in which CEO Jennifer Hyman apologized for many of the problems customers had with Rent the Runway’s service. Hyman addressed the instances of lengthy deliveries and unresponsive customer service, mentioning an intention to “reestablish the extent of customer support [customers] both expect and deserve from Rent the Runway.
The employer also hosted a city hall on Twitter where clients could air their grievances. Hyman publicly announced that the organization might be doubling its customer service group, launching a second Twitter account for customer support, and beginning a 300,000-rectangular-foot achievement center in Texas. Since the corporation receives ninety-four of its customer acquisition through natural advertising, awful consumer enjoyment is a serious detriment to its target market building.
The desire of Texas is top-notch. Initially, the company’s only success was in New Jersey, making satisfying orders to the Midwest hard and contributing to the organization’s customer support troubles. The logistics of going for walks in an organization as huge and as complex as Rent the Runway, which ships, collects, and cleans hundreds of apparel portions daily, are incredibly difficult.
Rent the Runway has to contend with dry cleansing and washing all the clothes it rents, which it does in a big, 250,000-square-foot warehouse, the world’s largest dry cleaner. At the same time, there are other styles in the back-of-the-scenes logistics to best, like identical-day delivery in New York City, which it accomplished in 2017, and aligning its bodily stock with what it has on its internet site.
“We are a machine,” Anushka Salina, Rent the Runway’s leader revenue officer, advised Glossy in December. “There’s so much magic at the operations and achievement facet of what we do; we’re one of these complicated logistics commercial enterprises.”
