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

By Gabrielle Mosquera and Donna Loyle

Centner says such careful attention to detail ensures that buyers will get exactly what they see in the catalog—a strategy that not only fosters customer satisfaction, but also helps to reduce returns.

Of course, not all standard sizes accommodate all customers’ preferences. To let these customers create pants to fit their needs, Lands’ End last year introduced custom-made chinos.