Customer Retention Tactics From Lands’ End, Home Depot, ProFlowers

While Lands’ End's catalogs, email program and social media pages are the retailer's primary customer retention vehicles, perhaps its biggest differentiator is its "Guaranteed. Period" policy, said Sam Norpel, vice president of digital transformation and acquisition at Lands’ End, who spoke on the panel. The policy enables Lands’ End customers who aren't satisfied with any item for any reason to simply return it at any time for an exchange or refund of its purchase price.