Fran Horowitz, a former executive at Express Inc. and Ann Taylor Loft, joined Abercrombie & Fitch in 2014. Patrick MacLeod/WWD/Penske Media via Getty Images

Abercrombie & Fitch is making a comeback from an image crisis and prolonged sales slump under CEO Fran Horowitz. The secret formula is listening to customers. Employees at the retailer regularly accompany shoppers to football games, drinks and even weekend trips to cities like Nashville in order to gather firsthand data on what their clientele is interested in. “We talk a lot in this industry about being close to the customer, but you really have to do it. My team does it better than most,” Horowitz said while speaking at NRF 2026: Retail’s Big Show today (Jan. 12) in New York.

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