Fashionable Watches

VOC Leaders Series: Tailored Brands

VOC Leaders Series: Tailored Brands


Tailored Brands is a leading mens
specialty retailer. We have such brands as Men’s Wearhouse, Joseph A Bank, Moores, and K&G. We see ourselves as a special-occasion shop, so whether it’s a wedding, a job interview, prom – it’s usually a significant event and the
customer comes into our stores expecting to have a high level of service
consultation experience and really have our wardrobe consultants in store help
them through this probably stressful time and picking out the right thing to
wear and make sure they like the way they look. The value that voice of
customers bringing to tailor brands is significant. It’s giving us an
opportunity to really look across our just about 1,500 stores, and set a
standard and really begin to have insights into the right ways to elevate
and enhance that customer experience, and make sure that no matter which store a
customer walks into, they’re getting that same high-level service that’s exceeding
their expectations every time. That’s our goal and that’s what we’re using ForeSee
and the voice of customer data to achieve. Working with ForeSee and working
with voice of customer data in general has really allowed me a seat at the
table in a lot of meetings, a lot of executive strategy discussion and making
sure that our executive leadership is armed with the right data when they’re
making business strategy decisions and also just ensuring that we are measuring
and looking at the impact of changes that we make across the organization, and
getting a real pulse of exactly what the customers are saying, thinking, feeling,
about that experience. I’ve been working with ForeSee for two years. We’ve collected
well over 300,000 surveys on store purchaser surveys alone. We’ve made a
lot of progress and we’ve really gone from dipping our toe in the water to
jumping all-in and really embracing voice of customer. Being able to be the
go-to and provide that and really partner with my ForeSee team I feel like
we’ve got a great support system worked out and they’re doing a great job of
making me look really good and really knowledgeable with all things voice of
customer for Tailored Brands.


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