Case Study: Abercrombie & Fitch stays connected to customers with Fuel Cycle Live

How the Anf Co. Brands Utilize Live by Fuel Cycle to Stay Connected to Customers

Abercrombie & Fitch Co. used Fuel Cycle’s Live product to keep its customer insights program moving when COVID-19 made in-person research impossible. The Global Customer Insights team needed a way to stay connected to customers, understand shifting behaviors and preferences, and continue informing product marketing and customer experience decisions across its brands.

Fuel Cycle helped Abercrombie & Fitch quickly pivot focus groups into real-time moderated virtual discussions using Live, enabling the team to keep projects on schedule and expand customer touchpoints during the pandemic. In 2020, the company ran 38 Live sessions with 198 participants, and the virtual sessions delivered timely insights into how customers were experiencing the “new normal,” helping Fuel Cycle and A&F Co. support faster, more informed decision-making.

Abercrombie & Fitch

Ashley Barone

Senior Researcher