Macy's CEO says he reads 'every customer note'

""I read every customer note that I receive," he said. "Listening to feedback is one of the most important ways we can improve and grow our business." Spring described a recent note from a customer who visited a Macy's and wrote that it was a "pleasant surprise" to find a clean and organized store and friendly employees. "The service has improved tremendously over what it was just a few years ago," Spring said."

""The service has improved tremendously over what it was just a few years ago," Spring said. Macy's is "reimagining" its stores and has overhauled about 125 locations. The changes include additional staffing, marketing, and improved store presentation. Improving the shopping experience is one piece of the company's comeback strategy. The plan also includes streamlining the product selection, attracting new brand partners, and maintaining a strong inventory heading into the fall despite tariff concerns."

"Over the past few years, Macy's has struggled with slow sales and store closures. However, the company continued to bet on itself and its retail chains, Macy's, Bloomingdale's, and Bluemercury. Each grew in the second quarter in terms of comparable sales, a figure that excludes recently closed or opened stores. Spring isn't the only CEO who says they take customer feedback to heart. Apple CEO Tim Cook told GQ in 2023 that he starts his day at 5 a.m. by reading emails and notes from customers."

Tony Spring, Macy's CEO, reads every customer note and emphasizes listening to feedback as essential for improving and growing the business. A customer noted a clean, organized store and friendly employees, and Spring said service has improved greatly. Macy's has overhauled about 125 locations with additional staffing, marketing, and improved store presentation as part of a reimagining effort. The comeback strategy also targets streamlined product selection, new brand partners, and maintaining strong inventory into the fall despite tariff concerns. Macy's, Bloomingdale's, and Bluemercury posted comparable-sales growth in the second quarter after prior struggles with slow sales and closures. Other CEOs, including Tim Cook and Tony Xu, also review customer messages.

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