GoKawiilNet-a-Porter CEO Heather Kaminetsky Rebuilds Retailer by Acting on Customer Complaints
Since taking over Net-a-Porter in April 2025, CEO Heather Kaminetsky has systematically solicited customer feedback and turned it into operational changes, including simplified return labels, standardized delivery driver uniforms, and expanded same-day delivery to the Jersey Shore. The approach has coincided with improved financial results for the luxury e-commerce retailer, which had been struggling before her arrival.
GoKawiil's interpretation of the reporting above, not reported fact.
The strategy signals a shift in luxury e-commerce toward treating customer service friction as a solvable business problem rather than an unavoidable cost, especially as online luxury retailers compete against in-person shopping experiences. It also shows how a struggling brand can rebuild trust and loyalty through visible, incremental fixes rather than sweeping rebrands.
- Kaminetsky has led Net-a-Porter since April 2025 and prioritized direct customer feedback.
- Concrete changes include built-in return labels, driver uniforms, and expanded delivery zones.
- The customer-driven overhaul has coincided with stronger recent financial performance.
Source: entrepreneur.com — Sherin Shibu, 2026-09-21
Published there as: “This Luxury Retail CEO Is Staging a Comeback by Asking Customers to Complain More”
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