Most Innovative CompanyThe disruptive lingerie retailer ThirdLove is set to open its first ever physical store later this year, introducing its Fit Finder” technology to bricks-and-mortar for the first time. In 2018, Ed Razek, chief marketing officer at L Brands, Victoria's Secret's parent company, said in a Vogue interview that Victoria's Secret was nobody's third love.” In response, Zak took out a full-page ad in the New York Times that was an open letter to Victoria's Secret.
For ThirdLove, now may be the best time to grow in light of difficulties at rival Victoria's Secret With that in mind, the intimates brand is pursuing every strategy, from opening stores in select markets to bringing on board creative agencies, to bolster its marketing and branding efforts.
Upper management purposefully kept themselves as far removed as possible, hours weren't great, the customers are mostly middle-aged, ultra-entitled white women, and there is a company culture of "positivity" that comes off as disingenuous and saccharine.
The company has come a long way from its original data collection system — asking women, via a Craigslist ad, to come to its San Francisco headquarters wearing their best bra and take a photo of their breasts with an app that could calculate their bust size.
Its director of product growth, Desirae Oppong, said while ThirdLove's products speak volumes about the company's understanding of customers' needs, for many women who have been disappointed buying bras in the past, a higher degree of personalisation was needed to gain their trust.
ThirdLove announced on Thursday its first experiential retail store concept, which launches on July 24 and will remain open through the end of 2019, according to a company press release The store will be located at 347 West Broadway in New York City.
Referring to Zak's company, Lori Greeley, a former CEO of Victoria's Secret and now a board member at ThirdLove, said: "In all the years I've worked in the industry, I've never seen such dedication to inclusivity." Greeley worked at Victoria's Secret, first in merchandising and later in the C-suite, for more than two decades.
When they arrived, they were surprised to find Heidi Zak's husband and co-CEO, David Spector, highly involved in their day-to-day work, with a management style described as condescending” and bullying.” This about-face was compounded by company norms — don't negotiate your salary, don't leave before 6 pm, don't work from home, don't skip a happy hour — that felt out of sync with the brand's external image.
One that includes adjustable lighting, digital measuring systems, three different types of dressing rooms and 78 bra sizes to choose from. They knew that in order to keep delivering bras that fit a wide range of body types better than rival brands - many of which had begun imitating ThirdLove by offering bras in half-cup sizes - they needed more customer data.
We want you to be completely happy with your David Spector purchase and we know that being able to tell if a bra really fits isn't something that happens the instant you put it on. That's why we have our 60 Day Perfect Fit Guarantee. ThirdLove's Fit Finder quiz, which helps match women with the right sized bras, is an incredibly valuable and powerful tool in its customer journey.