A profile of J. Crew C.E.O. Mickey Drexler in the Sept. 20 issue of the New Yorker mentioned that Drexler:
Carries on multiple conversations, by BlackBerry or phone, with several customers whose experiences with J. Crew have come to his attention. He is maniacal about customer service.
(We'd would link to the story, but the New Yorker has (recently started?) charging for access to their site. You can read an abstract of the article here.)
We wanted to learn more so we Googled Drexler's name along with "customer service" and came up with this pretty wonderful interview between Drexler and Charlie Rose. It's a long video, but Drexler says some interesting things about the access consumers have to him at about 16:30.
Specifically: Charlie Rose asks him, "If I called tomorrow to J. Crew and said let me speak to Mr. Drexler, what's going to happen?"
"You'd get through to me," Drexler responds.
We want someone to try this.