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

By Gabrielle Mosquera and Donna Loyle

Lands’ End at a Glance

Headquarters: Dodgeville, WI
Year Founded: 1963
Year Company Went Public: 1986
Number of Catalogs Mailed: 272 million in fiscal year 2002
Number of Types of Catalogs: 8
Number of Employees: 7,700, and 10,200 worldwide during holiday peak season
Annual Revenue: $1.57 billion in fiscal year 2002
Number of 12-month Buyers: 7 million
Type of Products Sold: Men’s, women’s and kids’ apparel, home decor, luggage, school uniforms and b-to-b apparel