Although Abercrombie & Fitch is characterized as a work in progress, CEO Fran Horowitz believes that customer loyalty is at the heart of the company’s future.
“We leverage customer insights from our loyalty program and in-store research to engage with and respond to customers,” she said during the company’s recent first-quarter earnings call. “We have a fast-growing, highly engaging loyalty program. This full omnichannel offering has been successfully rolled out in the U.S., Canada, and the U.K. across....