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How Listening to Your Customer Builds Long-Term Loyalty

J.McLaughlin was founded by the McLaughlin brothers, Kevin and Jay, in 1977. It’s a beloved sportswear brand that positions itself as high-quality classic styles. Since then, the retail has grown to 170 stores across the country.

In this episode of WWD Voices, Mary Ellen Coyne, chief executive officer of J.McLaughlin, shares insights into the brand’s customer engagement ethos. Coyne said the brand takes on a more active listening role where, “We listen to the customers, we don’t speak to them.”

Coyne’s career includes a 15-year stint at Ralph Lauren as a chief merchandising officer. She joined J.McLaughlin in 2016.


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