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Customer Experience Management: Does a More Focused Approach to the Customer Experience Lead to Store Performance Measure Increases?

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Author/Creator
Conlon, Corrie Lee
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Corrie Conlon.pdf (433.9Kb)
Abstract
This project explored the principles of experiential retailing and how the retailer Lands’ End is using these principles to increase key performance indicators in their retail locations. The types of experiential retailing are defined and of these the lifestyle retailing concepts are applied to strategies employed in Lands’ End retail stores. Specifically the development and implementation of a customer experience management program launched in Lands’ End retail stores are shared. The results of key performance indicators: average transaction, units per transaction, and conversion, are shared for a single retail location to illustrate the success or failure of the program. Suggestions for changes to the program are also shared.
URI
http://hdl.handle.net/10365/20232
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  • Apparel, Design & Hospitality Management Masters Papers

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Student Focused, Land Grant, Research Institution

  • Campus Map
    • Campus Map (pdf)
    • Building list
    • Campus Offices
  • Equity
  • Employment
  • Phone/Email Directory
  • Online Services
    • Blackboard
    • One Stop
    • Campus Connection
    • IT Help Desk
    • Libraries
    • Email
    • Student Success Collaborative
  • Registration And Records
    • Course Schedule
    • Dates and Deadlines
North Dakota State University - Libraries
Circulation: (701) 231-8888 | Reference: (701) 231-8886
Administration: (701) 231-8753
Main Library address: 1201 Albrecht Boulevard
Mailing address: Dept #2080 PO Box 6050, Fargo, ND 58108-6050
Site manager: Site manager
Contact Us |