Role the Customer Service Team plays for Rent The Runaway

1.) Provide a synopsis of the case. Be as complete and concise as possible. (15pts)
Rent The Runway is a dress rental business that offers a unique experience to women. Thus, the business is closely associated with the dress designer businesses, which offer designer dresses for rental at a retail purchase price that allows the women to access the dresses for a low rental price. The company began in 2009 and has evolved through the years with the reliance on its marketing techniques. Some of the major competitors to the business are Wear Today Go Tomorrow (WTGT) and Bag Borrow or Steal. However, the business focuses on women’s designer dresses that range between fifty dollars to fifteen hundred dollars, thus giving the clients an experience of donning the unique dresses at a lower price than purchasing the clothes.
There were several crucial elements that were considered prior to the business cash flow even. The first process is a survey of the competition and understanding the competitors and their competitive edge within the business. Some of the competitors include the WTGT and Bag Borrow or Steal. The second crucial element is selling the concept to the designers as it assists in determining how the suppliers will perceive the business. The third is conducting market trials that will aid in engaging with potential customers and also reveal how the market responds to the products. Thus, based on the market trials responses, it will aid in launching the business based on the strengths that have been identified in the business. The fourth element is merchandising, as this will aid the business to keep going, and thus RTR relied on retail selling of the apparel. The establishment of a website was also crucial as it would market the business, and customers would be able to share their experiences. Marketing is also a vital element that will aid the business in increasing its market share and customers. The reliance on the customer insight teams has also been essential as the customer’s complaints and issues can be addressed on time and gain stylist advice on their dressing. The last is building the team that will meet the demands of the business; as highlighted in RTR, they began building on eight full-time members.
2.) Name and describe three primary roles the Customer Service Team plays for RTR. (15pts)
1 They offered styling guidance to women clients in terms of their dress choices.
2 Respond to customer queries on various issues concerning the product and services rendered by the organization.
3 Provide informed product innovation based on the customer’s suggestions, complaints, and questions
3.) customer & market feedback was crucial to the success of RTR. Name seven actions RTR took to gain market/customer feedback & state the key learning from taking that action. (70pts)
There are several factors that the founders considered,...