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

In addition, Lands’ End's call enter, which is located at the company's headquarters in Dodgeville, Wis., "is the surprise and delight aspect of our customer service and retention," Norpel said.

To illustrate this point, Norpel shared a story about how a Lands’ End customer was getting married and staying at a bed-and-brekfast and was concerned about getting a wakeup call. So she decided to call the Lands’ End's customer service center and asked a rep there to do it, and he complied.