A True Multichannel Experience

A store clerk, who had a computer terminal at her disposal that was preset to the Lands’ End Web site, said she could order the shoes on the site and they’d be shipped directly from Lands’ End in a few days to us at no extra charge.

So there it was, in Sears of all places, the happy marriage of all three channels: My wife and I inside the Sears store, showing the clerk the shoes in the catalog, and the clerk ordering the right size pair for us online. Oh, and the shoes arrived in three business days, even though we were told it would take upwards of a week. Not bad. For at least one moment, Sears seemed to get both the marriage of multichannel — and Lands’ End — just right.