Q&A with the Thought Leader Behind Globally Iconic Brand Victoria’s Secret

Former president and CEO of Victoria’s Secret, Sharen Jester Turney, shares insights through her journey with the company’s digital transformation and what that meant in terms of customer experience.

Eventful Conferences recently had the opportunity to sit down with the former president and CEO of Victoria’s Secret, Sharen Jester Turney. Sharen talked to us about her experience leading the charge through the company’s digital transformation, read the full in-depth interview by filling out the form below.

Companies today, particularly those who serve the retail , consumer products, and wholesale industries, need to be aware of consumers’ increasingly elevated expectations and what that means for their operations.

Sharen said when she joined Victoria’s Secret, the company was on the cusp of digital disruption. Even though it was a powerhouse in the digital space, she recognized a need to move even further as an omnichannel brand—stores, a renowned catalog, as well as a digital presence—all while staying profitable.

“I continually had to move from a fixed mindset to a growth mindset, and the organization needed to understand what that meant,” she said.

Turney points to people and process as pivotal starting points. Understanding why your employees come into work and what resources they need to get the job done efficiently will lead to a better customer experience. “Everything we did began and ended with an insatiable drive to anticipate and fulfill customer desires. At the end of the day, the customer must know you care,” Turney said.

Because customers today can engage, browse, compare, shop, and share on a mobile device anywhere, anytime, the customer experience needs to become everyone’s business. “It is important for brands to continue to evolve,” Turney explained. “Know why you exist and know what customer you are serving. Don’t wait for the customer to tell you that you need to evolve. Stay ahead of it. Keep raising the bar.”

Companies looking to understand their customer base and serve their needs better must begin with a clear customer experience vision, have strategic conversations, and most of all, leverage data and analytics to find and optimize opportunities.

“You must be able to give customers what they want, when they want it, how they want it, and with the quality and value they want and deserve,” Turney advised. “And with so many ways for customers to interact with brands, you really need to listen to learn about your customers.”



Register today for the Customer Experience Innovation Forum to learn more on aligning purpose and performance to build a brand, grow a business, and deliver consistently great results. The conference is being held on Nov. 7-8 in Dallas.