Tony Spring

We just thought about improving the customer experience.

So we've had record customer service scores.

That's our net promoter score.

Would people recommend Macy's to a friend?

And we're seeing scores we've never thought possible at the brand.

And that was a real focus of mine.

We've improved the quality of the assortments.

I thought there was way too much redundancy, way too many of the same things.

And I thought the breadth of what we offer as a department store needed to improve.

We need to go good, better, best, contemporary to classic.

in a range of brands things as we've talked about that are convenient that you've heard of that you count on staples levi's nike and then at the same time we've got to be there introducing new things that you haven't heard of that are becoming more popular because people are looking for that combination in a destination we also wanted to make sure that our team was was working together so i'm a big believer that you need strategy

you need culture, you need leadership, and you need execution.

We're now at the point where those four elements are coming together and we're delivering a better experience for the consumer.

But you can't kind of have one without the other.

You know, a great culture without a great business, a great business without a great culture.

The combination of elements is what I sought out to do when I kind of came into the role.

And I do think that patience and determination go together.

You have to have the patience to kind of lay out what you want to accomplish.

You have to accept the fact that some things just don't happen because you snap your fingers.

And then you have to have the determination, the ambition to kind of go after what you think is the right thing to do for the business.