Retail Gets Real Podcast

How Coach puts the consumer at the center of brand growth

Retail Gets Real episode 408: Jennifer Yue of Coach and Tapestry shares how Gen Z insights are driving luxury retail growth

March 3, 2026

Coach and Tapestry's Jennifer Yue on the Retail Gets Real podcast at NRF 2026: Retail's Big Show.

At a time when retail is being reshaped by technology, generational shifts and changing expectations around authenticity, understanding the consumer has never been more critical. Jennifer Yue, senior vice president of strategy and consumer insights at Coach and Tapestry, joins this episode of Retail Gets Real to share how deep listening and human-centered insight are driving growth at one of the world’s most iconic luxury brands.

Listening beyond the data

Yue says Coach’s approach to consumer insights has evolved over the past several years, shifting from an insular, data-heavy model to one rooted in direct human connection. Rather than relying solely on surveys and dashboards, she says leadership teams now spend time in consumers’ homes around the world, listening and observing firsthand. These immersive experiences, often lasting several hours, uncover emotional drivers that cannot be captured through traditional research alone.

Growth depends not just on understanding current customers, but also on engaging people who are not yet buying from the brand. This insight led Coach to sharpen its focus on a specific audience Yue calls the “Timeless Gen Z,” a cohort that values quality, longevity and self-expression. By understanding how these consumers seek confidence and identity through the products they wear, Coach has been able to refine both its creative direction and brand purpose.

Jennifer Yue, senior vice president of strategy and consumer insights at Coach and Tapestry

Building a consumer-obsessed organization

Yue says consumer understanding is no longer confined to a single department — executives, designers, marketers and merchants are all expected to participate directly in consumer immersion. From sitting on apartment floors in Tokyo to listening to shoppers in Shanghai and London, leaders across the organization are required to experience consumer realities firsthand.

This shared exposure breaks down internal assumptions and builds alignment across teams. Rather than dictating trends from the top, leaders are encouraged to stay humble, curious and open to being surprised. This mindset has helped fuel Coach’s recent growth while reinforcing collaboration as a core cultural value.

Trends shaping the future of retail

Looking ahead, Yue says AI and advanced digital tools will continue to enable more personalized online experiences, while physical stores remain essential as spaces for connection, trust and community. Younger consumers, she notes, are spending more time in stores than many expect, seeking real-world interaction alongside digital convenience.