Chapter 1: What is the main topic discussed in this episode?
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You know, we were just talking about the increase in foot traffic in malls a little bit earlier.
I had a chance to catch up with the CEO of Macy's, Tony Spring, to talk about the increase in foot traffic specifically in department stores and obviously specifically in the big brands that he manages, including Macy's and Bloomingdale's and his big turnaround strategy to lessen the overall footprint of some of those stores. A leaner, leaner organization. Take a listen to what he had to say.
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.
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Chapter 2: What insights does Tony Spring share about Macy's store improvements?
That means we have to be able to provide a better experience where they live. We think of the digital business as a channel at times. And I'm like, no, the digital business is actually a geography. The people who shop digitally in New York shop in their stores in New York and they want to see a great experience digitally, physically and in between.
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