Addressability

J.Crew is working on being more addressable. The company’s social media networks are up and running but they do not always answer questions and inquiries from consumers in a timely matter, or sometimes even at all. In J.Crew’s new expansion plan they mention reducing the amount of money they spend on their catalog and using those funds towards improving their digital marketing, social media, and ways to better address their customer. If J.Crew does not improve their addressability they are at risk of losing business to other companies who better address their customer like Gap who was one of the retailers in a survey done by STELLAService in 2012 who responded to customer questions on social media networks in a timely manner.  However, a strength of J.Crew is that their customer service hotline can be reached 24/7.