Retailer reframes industry, internal challenges

Mary van Praag, who oversees intimates, including the Soma and TellTale brands, for Fort Myers-based retailer Chico’s FAS, spends a portion of every day scrolling on her phone. Not down the social media rabbit hole, but for something vital to the Chico’s unit she oversees: net promoter score.

“The voice of the customer is very important,” says van Praag, who came to the Fort Myers retailer in September 2017, after leadership roles at cosmetics and health care products companies, including Coty and Johnson & Johnson. “We want a 10 from everybody.”