Bloomberg Talks Macy's CEO Tony Spring Talks Store Improvements
Dec 9, 2025
Tony Spring, the innovative CEO of Macy's, shares insights on the retail giant's transformation strategy. He discusses the upswing in mall foot traffic and how Macy's is improving customer experience metrics with record net promoter scores. Spring reveals his four-part framework for success and plans to reduce the store count, while emphasizing a curated brand mix. He also highlights the importance of reimagining store formats and enhancing digital integration for a brighter retail future.
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Four Elements Driving Customer Experience
- Tony Spring says strategy, culture, leadership, and execution must align to improve customer experience.
- He attributes record customer service scores to this four-part alignment and better assortments.
Curate Assortments, Cut Redundancy
- Improve product assortments by reducing redundancy and offering clear tiers from staples to new brands.
- Focus teams on quality curation to create destinations that customers recognize and trust.
Optimize Footprint And Digital Geography
- Reimagine stores while closing underperforming locations to optimize footprint and experience.
- Treat digital as a local geography that must integrate with physical stores for seamless customer relationships.