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Skip to main content CONTINUE TO SITE ➞ DON’T MISS TOMORROW’S CUSTOMER SERVICE INDUSTRY NEWS Let CX Dive’s free newsletter keep you informed, straight from your inbox. By signing up to receive our newsletter, you agree to our Terms of Use and Privacy Policy. You can unsubscribe at anytime. * Library * Events * Press Releases * Topics Sign up * Search * Sign up Search * Strategy * AI & Automation * Technology * Loyalty * Data & Analytics * Customer Service * Personalization An article from Dive Brief RENT THE RUNWAY IMPROVES CUSTOMER ONBOARDING TO DRIVE LOYALTY, ENGAGEMENT Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth. Published Dec. 10, 2024 Bryan Wassel Reporter * post * share * post * print * email * license The Rent the Runway store is seen on October 22, 2021, in New York City. Michael M. Santiago via Getty Images Listen to the article 3 min This audio is auto-generated. Please let us know if you have feedback. DIVE BRIEF: * Rent the Runway improved the onboarding experience for new customers as the retailer approaches profitability during its latest quarter, executives said during a Q3 2024 earnings call Monday. * New subscribers can now book appointments with the styling team to help them discover and choose items for their first shipment, according to CEO and Co-founder Jennifer Hyman. Appointments are available through phone calls, text and Zoom. * Customers can now replace any item for any reason during the first 60 days of their subscription, according to Hyman. Rent the Runway plans to scale these onboarding initiatives, which are already driving loyalty and engagement, in the coming quarters. Access now➔ Trendline THE TECH TRENDS TRANSFORMING CUSTOMER EXPERIENCE In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts. Access now➔ Trendline THE TECH TRENDS TRANSFORMING CUSTOMER EXPERIENCE In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts. DIVE INSIGHT: Rent the Runway cited an improved subscription experience as one of its key initiatives in its pursuit of profit, and CX will continue to play a significant role in its ongoing roadmap. Revenue grew 4.7% year over year to $75.9 million in Q3 2024, according to a company earnings release. The company’s net loss was $18.9 million, an improvement from a $31.5 million loss during the same period last year. The onboarding improvements, which launched mid-quarter, may have helped improve membership trajectory as well. Average active membership for the third quarter was down year over year, but the total number of active members up 1%. Rent the Runway is on track to break even on cash flow by the end of the fiscal year, according to Hyman. Inventory improvements will work alongside a better onboarding experience to help achieve this goal. Rent the Runway is tapping into its customer data like customer satisfaction rates to identify styles with the highest demand and improve product availability accordingly. “On a rental platform, you’re never going to have perfect availability at every point in time,” Hyman said. “But we certainly can improve our position and really double down into these pillar brands to ensure that for the brands that people come to Rent the Runway for, we’re giving her an even better chance of being able to wear those brands when she comes.” Chief Product Officer Bradford Shellhammer, who joined Rent the Runway in October, will also assist with improving the customer experience. He drove product personalization efforts during his time at eBay, and his role at Rent the Runway will include “innovating the subscriber experience to drive higher loyalty,” according to Hyman. The retailer’s latest efforts build on CX improvements made throughout fiscal 2024. The company announced plans to streamline its app and site user experience in April, and as of September, web pages loaded nearly 10 times faster than they did at the start of the year. * * * * * * purchase licensing rights Filed Under: Strategy CX DIVE NEWS DELIVERED TO YOUR INBOX Get the free daily newsletter read by industry experts Email: * Select user consent: By signing up to receive our newsletter, you agree to our Terms of Use and Privacy Policy. You can unsubscribe at anytime. Sign up A valid email address is required. Please select at least one newsletter. EDITORS’ PICKS * Michael M. Santiago / Staff via Getty Images LAWSUIT ACCUSES PATAGONIA’S CUSTOMER SUPPORT OF VIOLATING PRIVACY RIGHTS The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis. By Bryan Wassel • July 18, 2024 * carterdayne via Getty Images HOW JACKSON FAMILY WINES BROUGHT WINE COUNTRY ONLINE Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options. By Bryan Wassel • Sept. 25, 2024 Access now➔ Trendline THE TECH TRENDS TRANSFORMING CUSTOMER EXPERIENCE In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts. GET THE FREE NEWSLETTER Subscribe to CX Dive for top news, trends & analysis Email: * Select user consent: By signing up to receive our newsletter, you agree to our Terms of Use and Privacy Policy. You can unsubscribe at anytime. Sign up A valid email address is required. Please select at least one newsletter. MOST POPULAR 1. Lowe’s puts tech first in its 2025 CX plans 2. Rent the Runway improves customer onboarding to drive loyalty, engagement 3. Dave & Buster’s CEO out, but his CX strategy marches on 4. Slow website? It’ll cost you. LIBRARY RESOURCES * Webinar - on demand The Role of GenAI in Elevating Contact Center as a Service Custom content for Salesforce * Webinar - on demand Beyond Price and Product: How Financial Services Can Compete with Customer Experience Custom content for Qualtrics * Webinar - on demand Marketing Research 2025: 4 Emerging AI Trends to Watch Custom content for SurveyMonkey View all WHAT WE’RE READING * Marketing Dive Nearly half of consumers feel ignored by marketers: Here’s what the numbers say * The Points Guy From upgrade ‘hack’ to IT fixes, Amtrak loyalty chief dishes on Guest Rewards’ big growth * CNN United, Apple rolling out new way to track lost luggage with AirTags View all EVENTS * 17 MAR Conference Enterprise Connect Orlando, Florida Presented by Informa Connect * 24 MAR Conference Channel Partners Conference & Expo, co-located with MSP Summit Las Vegas, Nevada Presented by Informa Promote an event CX DIVE NEWS DELIVERED TO YOUR INBOX Get the free daily newsletter read by industry experts Email: * Select user consent: By signing up to receive our newsletter, you agree to our Terms of Use and Privacy Policy. You can unsubscribe at anytime. Sign up A valid email address is required. Please select at least one newsletter. COMPANY ANNOUNCEMENTS View all | Post a press release Want to share a company announcement with your peers? Share your announcement ➔ Editors’ picks * Michael M. Santiago / Staff via Getty Images LAWSUIT ACCUSES PATAGONIA’S CUSTOMER SUPPORT OF VIOLATING PRIVACY RIGHTS The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis. By Bryan Wassel • July 18, 2024 * carterdayne via Getty Images HOW JACKSON FAMILY WINES BROUGHT WINE COUNTRY ONLINE Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options. By Bryan Wassel • Sept. 25, 2024 Latest in Strategy * 3 strategies for executing the new global CX standards By Bryan Wassel * Dave & Buster’s CEO out, but his CX strategy marches on By Bryan Wassel * Stitch Fix values flexibility in push for better client experiences By Bryan Wassel * Lowe’s puts tech first in its 2025 CX plans By Bryan Wassel -------------------------------------------------------------------------------- * * * * EXPLORE * About * Editorial Team * Contact Us * Newsletter * Purchase Licensing Rights * Press Releases * What We’re Reading REACH OUR AUDIENCE * Advertising * Post a press release * Promote an event RELATED PUBLICATIONS * CIO Dive * Marketing Dive -------------------------------------------------------------------------------- Industry Dive is an Informa TechTarget business. © 2024 TechTarget, Inc. or its subsidiaries. All rights reserved. | View our other publications | Privacy policy | Terms of use | Take down policy. 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