How Macy’s made the best of a difficult year

Jul 1, 2021
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Written by Washington Retail
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Last week, the head of Macy’s Inc. reported that the company is a healthier business coming out of the pandemic than they were going into it. Jeff Gennette, the chairman and CEO of Macy’s Inc., believed their success was due to a ramped-up focus on digital shopping, making adjustments to merchandise mix, adding safety elements in stores, and enhancing customer service by adding options, such as curbside pickup.

To drive the online business and meet its goal of achieving $10 billion in digital sales by 2023, Macy’s relocated that team from San Francisco to New York to better align the group with the rest of the retailer’s key departments.

Macy’s website and shopping app were also updated, which has led to an improvement in customer experience and higher sales conversion rates.

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