The fashion rental marketplace is developing increasingly more crowded, with new systems like Nuuly and Castle doping up every day. Rent the Runway has been in the top spot of the condominium provider for a maximum 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 make certain 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 particularly 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 thru natural advertising, a awful consumer enjoy is a serious detriment to its target market building.
The desire of Texas is top-notch. Initially, the company’s only success middle became in New Jersey, making satisfying orders to the Midwest, for instance, hard and contributing to the organization’s customer support troubles. The logistics of going for walks a organization as huge and as complex as Rent the Runway, which ships, collects, and cleans hundreds of apparel portions every day, are incredibly complex.
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, which is also the largest dry cleanser inside the globe. At the equal time, there are all other styles in the back-of-the-scenes logistics to best, like identical-day delivery in New York City, which it has accomplished in view that 2017, and aligning its bodily stock with what it has on its internet site.
“We are absolutely a machine,” Anushka Salina, Rent the Runway’s leader revenue officer, advised Glossy ultimate 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.”
