From quality-assurance techniques to call center staff training: the venerable cataloger’s customer-service strategies

By Gabrielle Mosquera and Donna Loyle

We’ve all heard them, the Lands’ End “legends of customer service”—things like free fabric swatches, complimentary tailoring on dress pants, custom-made chinos and extended phone conversations with friendly call center reps.

Indeed, its laser-like focus on customer satisfaction is one reason the company garnered a 93-percent net income increase in the last fiscal year. Undoubtedly it’s also one of the reasons why retail giant Sears in May announced plans to acquire 55 percent of Lands’ End’s stock for an estimated $1.9 billion.