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Case Study | Abercrombie & Fitch’s Brand Reinvention

Once a staple among American teens, the retailer faltered in the 2010s after failing to keep pace with shifting consumer preferences. But through a strategy rooted in customer centrism, a revamped product offering and changes to the internal structure of the company, the brand’s turnaround is taking hold.
Abercrombie & Fitch Case Study Cover
BoF examines Abercrombie & Fitch's brand reinvention strategy, built around customer feedback, product purpose and changing the internal structure of the company.
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In 2016, Abercrombie & Fitch was the most-hated retailer in the US. That, at least, was the story numerous headlines conveyed that year after the American Customer Satisfaction Index ranked the retailer last in a survey measuring consumer happiness with brands. Internationally, too, the brand lost its appeal as sales slipped year after year.

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About the author
Cathaleen Chen
Cathaleen Chen

Cathaleen Chen is Retail Editor at The Business of Fashion. She is based in New York and drives BoF’s coverage of the retail and direct-to-consumer sectors.

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