Timeless Trademark ™ continues its five-part series revolving around Rent the Runway. Today, we discuss the importance of logistics. Please find Part I.
NEW YORK — News about the struggles of Rent the Runway started appearing in late September, and RTR learned a simple lesson: a company’s supply chain is a part of the customer experience.
When you skimmed #RenttheRunway on Twitter, you learned that these customers weren’t just expecting a dress — they were expecting a dress on time.
The company could lose US$2MM, before it even begins paying customers US$200 each for cancelled orders. Aside from losing current, disgruntled customers, RTR announced it would not accept any new customers or one-off rental orders before 15 October.
Crises like this make it clear that excellent customer service largely depends on flawless operations and supply chain capabilities.