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Khloé Kardashian and Emma Grede Drove $200 Million In Annual Sales With Size-Inclusive Fashion Brand, Good American, by Connecting Deeply With Their Clientele From the beginning, Good American wanted to reach a customer that other designers overlooked. That hasn't come without its challenges.

By Liz Brody

This story appears in the May 2023 issue of Entrepreneur. Subscribe »

The model wears a faded denim jumpsuit that hugs her curves like slalom skis. She's tugging at the zipper that goes up the front. And the photo of her appears on the Instagram page for fashion brand Good American, where it garnered more than 3,000 likes and comments along the lines of "OMG," "NEED," and "OBSESSED."

But amidst the emoji flames and heart-eyed smiley faces, a user who goes by the handle @jazziolebabe writes: "Prices r too high." That's sure to have a familiar ring to anyone with a company that sells things. "Customer obsession" is hot lingo these days, especially in retail. Everyone is scrambling to know what their shoppers want and need — and comments on social media are an obvious destination, because even negative feedback can be incredibly valuable. But finding useful insights often means dredging through the sewer of knives-out viciousness and abusive one-upmanship. And what do you do with something like "Prices r too high"? OK, sure — but last time you checked, you were in business to make a profit.